Workforce Planning Analyst
2025-06-19T15:10:01+00:00
Sun King (Formerly Greenlight Planet)
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_8364/logo/king.png
https://sunking.com/
FULL_TIME
Kenya
Nairobi
00100
Kenya
Professional Services
Management
2025-06-30T17:00:00+00:00
Kenya
8
We are seeking a strategic and detail-oriented member to join our growing regional Workforce Management & MIS team. This role plays a critical part in optimizing workforce operations across both internal and outsourced contact centers within a multi-country footprint.
- You will be accountable for delivering accurate forecasts, efficient schedules, and performance insights that enable the business to meet service level targets, bolster employee engagement, and drive operational efficiency. The role will also reinforce the implementation of a WFM system and the drive of scheduling frameworks that strike the right balance between business purpose and workforce sustainability.
- This role offers a unique opportunity to shape and refine workforce planning practices in a scaling organization, influence resourcing strategies, and merge with a diverse network of internal and BPO stakeholders.
- If you are detail-oriented, collaborative, and passionate about workforce optimization, this is an exciting opportunity to make a measurable impact in a dynamic, growth-focused organization.
What you will be expected to do
Scheduling
- Build and review agent schedules optimized for forecasted demand, shrinkage, business drivers, wellbeing sub policies and offline threshold guidelines.
- Collaborate with BPO workforce planners to align schedules and resolve discrepancies, while maintaining documentation for all planning discussions.
- Align shift mixes, rest day strategies, and offline activity windows with both internal and outsourced planners.
- Maintain documented planning discussions and ensure schedules are signed off by relevant stakeholders.
Forecasting
- Develop accurate short- and long-term forecasts (daily to 4+ months) for workload, staffing, occupancy and resource planning.
- Review the quality of all forecasts and impact assessments before submission to the Workforce &MIS Manager for sign-off and wider communication
- Validate and align all forecasts with relevant market stakeholders and escalate capacity risks proactively with recommended resource adjustments (e.g., overtime, shrinkage, cross-skilling).
- Benchmark and incorporate contact center data, customer insights, seasonality, and marketing inputs, and business strategy into forecasting models.
Performance Monitoring & Reporting
- Track and study intraday, daily, weekly, and monthly KPIs including service levels, adherence, AHT, shrinkage, forecast accuracy and agent productivity metrics.
- Generate accurate performance reports and dashboards for senior management and operational teams.
- Deliver actionable insights through performance dashboards and reporting packs with improvement recommendations tailored for Contact Center Ops and Leadership.
- Assist tactical planning by flagging early risk flags to performance or revenue generation cooperate with internal Contact Center Ops and BPO WFM teams to implement corrective actions.
Stakeholder Engagement & Operational Alignment
- Serve as the WFM dedicated planning expert within your assigned markets, including BPO partner sites.
- Conduct regular syncs with in-market and BPO WFM teams to review schedules, forecasts, and performance metrics.
- Brace workforce alignment for LOB migrations, new campaigns, and intraday routing changes.
- Provide insight, scheduling outputs as required for all reporting and alignments with team managers for effective man hour production.
WFM System & Operational Improvement
- Contribute to the successful rollout of the new WFM system, including UAT, data validation, and documentation.
- Maintain and identify process improvement and automation and optimization opportunities in planning, scheduling, and reporting across internal and outsourced environments.
Financial & Strategic Impact
- Provide efficient workforce plans that balance cost control, service delivery, and employee engagement.
- Ensure effective man-hour utilization and headcount planning to reduce overstaffing or attrition-related inefficiencies.
- Contribute to capacity resolutions that balance revenue generation and labor cost efficiency.
- Explore planning strategies’ impact on attrition, adherence, and absenteeism, and recommend data-driven improvements.
- Drive and aid Contact Centre projects from a workforce perspective as assigned.
You might be a strong candidate if you
- Bachelor's degree in Business, Economics, Mathematics, Statistics, or related field.
- Must have a minimum 2 years of experience in workforce planning or WFM/MIS roles in a contact center or BPO setting is required.
- Experience in a multi-channel (voice, chat, email), multi-country, or outsourced environment is preferred.
- Hands-on experience with forecasting, scheduling, performance monitoring, and WFM reporting.
- Strong Excel or Google Sheets skills; familiarity with data visualization tools (e.g., Power BI, Tableau, Looker Studio).
- Experience with WFM systems (e.g., Injixo, Verint, NICE) is a plus.
- Understanding of routing strategies, multi-skilling impacts, and labor optimization principles.
Required
- Excellent stakeholder engagement and communication skills across diverse cultures and time zones.
- Good analytical and critical thinking ability; data-driven decision-making mindset.
- Organized, detail-oriented, and process-focused with strong time management.
- Proven ability to prioritize, take accountability of work, and deliver under changing business needs.
- Comfortable with documentation, SOP creation, and maintaining repeatable processes.
- A collective and proactive approach to problem-solving and team support.
Preferred Advantage
- Experience supporting pan-African contact center operations or multi-lingual environments.
- Working knowledge of labor law considerations in scheduling and shift design.
- Exposure to wellbeing strategies as part of workforce planning frameworks.
Scheduling Build and review agent schedules optimized for forecasted demand, shrinkage, business drivers, wellbeing sub policies and offline threshold guidelines. Collaborate with BPO workforce planners to align schedules and resolve discrepancies, while maintaining documentation for all planning discussions. Align shift mixes, rest day strategies, and offline activity windows with both internal and outsourced planners. Maintain documented planning discussions and ensure schedules are signed off by relevant stakeholders. Forecasting Develop accurate short- and long-term forecasts (daily to 4+ months) for workload, staffing, occupancy and resource planning. Review the quality of all forecasts and impact assessments before submission to the Workforce &MIS Manager for sign-off and wider communication Validate and align all forecasts with relevant market stakeholders and escalate capacity risks proactively with recommended resource adjustments (e.g., overtime, shrinkage, cross-skilling). Benchmark and incorporate contact center data, customer insights, seasonality, and marketing inputs, and business strategy into forecasting models. Performance Monitoring & Reporting Track and study intraday, daily, weekly, and monthly KPIs including service levels, adherence, AHT, shrinkage, forecast accuracy and agent productivity metrics. Generate accurate performance reports and dashboards for senior management and operational teams. Deliver actionable insights through performance dashboards and reporting packs with improvement recommendations tailored for Contact Center Ops and Leadership. Assist tactical planning by flagging early risk flags to performance or revenue generation cooperate with internal Contact Center Ops and BPO WFM teams to implement corrective actions. Stakeholder Engagement & Operational Alignment Serve as the WFM dedicated planning expert within your assigned markets, including BPO partner sites. Conduct regular syncs with in-market and BPO WFM teams to review schedules, forecasts, and performance metrics. Brace workforce alignment for LOB migrations, new campaigns, and intraday routing changes. Provide insight, scheduling outputs as required for all reporting and alignments with team managers for effective man hour production. WFM System & Operational Improvement Contribute to the successful rollout of the new WFM system, including UAT, data validation, and documentation. Maintain and identify process improvement and automation and optimization opportunities in planning, scheduling, and reporting across internal and outsourced environments. Financial & Strategic Impact Provide efficient workforce plans that balance cost control, service delivery, and employee engagement. Ensure effective man-hour utilization and headcount planning to reduce overstaffing or attrition-related inefficiencies. Contribute to capacity resolutions that balance revenue generation and labor cost efficiency. Explore planning strategies’ impact on attrition, adherence, and absenteeism, and recommend data-driven improvements. Drive and aid Contact Centre projects from a workforce perspective as assigned.
Bachelor's degree in Business, Economics, Mathematics, Statistics, or related field. Must have a minimum 2 years of experience in workforce planning or WFM/MIS roles in a contact center or BPO setting is required. Experience in a multi-channel (voice, chat, email), multi-country, or outsourced environment is preferred. Hands-on experience with forecasting, scheduling, performance monitoring, and WFM reporting. Strong Excel or Google Sheets skills; familiarity with data visualization tools (e.g., Power BI, Tableau, Looker Studio). Experience with WFM systems (e.g., Injixo, Verint, NICE) is a plus. Understanding of routing strategies, multi-skilling impacts, and labor optimization principles.
JOB-685428490720a
Vacancy title:
Workforce Planning Analyst
[Type: FULL_TIME, Industry: Professional Services, Category: Management]
Jobs at:
Sun King (Formerly Greenlight Planet)
Deadline of this Job:
Monday, June 30 2025
Duty Station:
Kenya | Nairobi | Kenya
Summary
Date Posted: Thursday, June 19 2025, Base Salary: Not Disclosed
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JOB DETAILS:
We are seeking a strategic and detail-oriented member to join our growing regional Workforce Management & MIS team. This role plays a critical part in optimizing workforce operations across both internal and outsourced contact centers within a multi-country footprint.
- You will be accountable for delivering accurate forecasts, efficient schedules, and performance insights that enable the business to meet service level targets, bolster employee engagement, and drive operational efficiency. The role will also reinforce the implementation of a WFM system and the drive of scheduling frameworks that strike the right balance between business purpose and workforce sustainability.
- This role offers a unique opportunity to shape and refine workforce planning practices in a scaling organization, influence resourcing strategies, and merge with a diverse network of internal and BPO stakeholders.
- If you are detail-oriented, collaborative, and passionate about workforce optimization, this is an exciting opportunity to make a measurable impact in a dynamic, growth-focused organization.
What you will be expected to do
Scheduling
- Build and review agent schedules optimized for forecasted demand, shrinkage, business drivers, wellbeing sub policies and offline threshold guidelines.
- Collaborate with BPO workforce planners to align schedules and resolve discrepancies, while maintaining documentation for all planning discussions.
- Align shift mixes, rest day strategies, and offline activity windows with both internal and outsourced planners.
- Maintain documented planning discussions and ensure schedules are signed off by relevant stakeholders.
Forecasting
- Develop accurate short- and long-term forecasts (daily to 4+ months) for workload, staffing, occupancy and resource planning.
- Review the quality of all forecasts and impact assessments before submission to the Workforce &MIS Manager for sign-off and wider communication
- Validate and align all forecasts with relevant market stakeholders and escalate capacity risks proactively with recommended resource adjustments (e.g., overtime, shrinkage, cross-skilling).
- Benchmark and incorporate contact center data, customer insights, seasonality, and marketing inputs, and business strategy into forecasting models.
Performance Monitoring & Reporting
- Track and study intraday, daily, weekly, and monthly KPIs including service levels, adherence, AHT, shrinkage, forecast accuracy and agent productivity metrics.
- Generate accurate performance reports and dashboards for senior management and operational teams.
- Deliver actionable insights through performance dashboards and reporting packs with improvement recommendations tailored for Contact Center Ops and Leadership.
- Assist tactical planning by flagging early risk flags to performance or revenue generation cooperate with internal Contact Center Ops and BPO WFM teams to implement corrective actions.
Stakeholder Engagement & Operational Alignment
- Serve as the WFM dedicated planning expert within your assigned markets, including BPO partner sites.
- Conduct regular syncs with in-market and BPO WFM teams to review schedules, forecasts, and performance metrics.
- Brace workforce alignment for LOB migrations, new campaigns, and intraday routing changes.
- Provide insight, scheduling outputs as required for all reporting and alignments with team managers for effective man hour production.
WFM System & Operational Improvement
- Contribute to the successful rollout of the new WFM system, including UAT, data validation, and documentation.
- Maintain and identify process improvement and automation and optimization opportunities in planning, scheduling, and reporting across internal and outsourced environments.
Financial & Strategic Impact
- Provide efficient workforce plans that balance cost control, service delivery, and employee engagement.
- Ensure effective man-hour utilization and headcount planning to reduce overstaffing or attrition-related inefficiencies.
- Contribute to capacity resolutions that balance revenue generation and labor cost efficiency.
- Explore planning strategies’ impact on attrition, adherence, and absenteeism, and recommend data-driven improvements.
- Drive and aid Contact Centre projects from a workforce perspective as assigned.
You might be a strong candidate if you
- Bachelor's degree in Business, Economics, Mathematics, Statistics, or related field.
- Must have a minimum 2 years of experience in workforce planning or WFM/MIS roles in a contact center or BPO setting is required.
- Experience in a multi-channel (voice, chat, email), multi-country, or outsourced environment is preferred.
- Hands-on experience with forecasting, scheduling, performance monitoring, and WFM reporting.
- Strong Excel or Google Sheets skills; familiarity with data visualization tools (e.g., Power BI, Tableau, Looker Studio).
- Experience with WFM systems (e.g., Injixo, Verint, NICE) is a plus.
- Understanding of routing strategies, multi-skilling impacts, and labor optimization principles.
Required
- Excellent stakeholder engagement and communication skills across diverse cultures and time zones.
- Good analytical and critical thinking ability; data-driven decision-making mindset.
- Organized, detail-oriented, and process-focused with strong time management.
- Proven ability to prioritize, take accountability of work, and deliver under changing business needs.
- Comfortable with documentation, SOP creation, and maintaining repeatable processes.
- A collective and proactive approach to problem-solving and team support.
Preferred Advantage
- Experience supporting pan-African contact center operations or multi-lingual environments.
- Working knowledge of labor law considerations in scheduling and shift design.
- Exposure to wellbeing strategies as part of workforce planning frameworks.
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
Job application procedure
Interested and qualified? Go to Sun King (Formerly Greenlight Planet) on sunking.pinpointhq.com to apply
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