Talent Pool: Lead: Workforce Planning & Analysis MMH260127-58

Role Purpose

Drive the end-to-end workforce planning, capacity management, and performance analytics for omnichannel Contact Centre and Back-Office functions within a large medical scheme administration business. The role ensures accurate forecasting, optimal scheduling, real-time performance management, and decision-grade reporting to meet service levels, turnaround times (TAT), productivity targets, compliance obligations, and cost guardrails. Acts as the technical custodian of WFM and Reporting platforms, data integrity, and modelling standards, while coaching a multi-disciplinary team.

Requirements

• Bachelor’s degree in Mathematics/Statistics, Industrial Engineering, Information Systems, Operations, or related field (post‑grad advantageous).
• 7–10 years in Workforce Planning/Analytics.
• 3 years leading teams across contact centre and back‑office environments.
• Experience in complex, multi‑channel and/or back‑office e...