Analyst WFM Scheduling – Financial Services – Onsite – Cape Town

What you’ll do

• As a Planning & Scheduling Analyst, you’ll be the person behind the plan.
• You’ll create, maintain, and optimize schedules that align staffing to forecasted demand and client requirements.
• Your work will directly support:
  • Service level achievement
  • Productivity
  • Cost efficiency
  • Employee utilization
  • Customer experience

Why this role matters

• You’ll work closely with operations leaders, workforce teams, and client stakeholders.
• You’ll help ensure schedules are:
  • Practical
  • Data-driven
  • Efficient
  • Responsive to changing business needs

What You’ll Be Doing

Own scheduling and staffing performance

• Build and manage schedules in an accurate and timely way.
• Track attendance and schedule performance against plan.
• Monitor delivery attainment in real time.
• Manage breaks, adherence, AHT, and service level metrics.

Spot trends and solve problems

• Review day-of-week and intraday patterns.
• Monitor plan vs actual performance by interval.
• Capture reasons for performance deviations.
• Manage assumptions and support AHT profiling.

Reporting and stakeholder communication

• Prepare daily, weekly, and monthly internal and client reports.
• Ensure reporting is accurate, timely, and actionable.
• Raise alerts when timelines are at risk.
• Communicate metric status and service level performance with client POCs and internal teams.

Collaborate across the business

• Work with operations, quality, training, and workforce teams.
• Help schedule training, coaching, shift bids, overtime, and time-off requests.
• Support staffing decisions based on business goals and intraday performance.
• Review current scheduling processes and recommend smarter, more efficient ways of working.

Drive business health

• Help develop staffing requirements for overhead, absences, time-off, and overtime.
• Identify schedule and plan changes in relevant systems and escalate where needed.
• Maintain WFM tools and setups such as IEX entities.
• Partner with planning and real-time teams to improve profitability and operational health.

What We’re Looking For

Strong analytical thinking

• You can interpret operational data and turn it into clear staffing plans.
• You can detect patterns, risks, and planning inefficiencies.
• You understand how workforce decisions affect business performance.

WFM knowledge

• You have a solid understanding of Workforce Management concepts.
• Experience with contact center or back-office staffing models is highly valuable.
• Familiarity with WFM platforms is preferred, including:
  • NICE IEX
  • Verint
  • Aspect
  • Genesys
  • Other workforce scheduling tools

Excel confidence

• You’re comfortable using Excel for planning and analysis.
• This includes:
  • Pivot tables
  • Formulas
  • Data validation
  • Charts
  • Lookup functions

Accuracy and communication

• You work with a high level of precision.
• You can explain workforce implications in simple, business-friendly language.
• You are comfortable working with cross-functional teams and senior stakeholders.
• You communicate clearly in reports, updates, and escalations.

Adaptability under pressure

• You respond quickly to changing demand and operational constraints.
• You make practical recommendations in a fast-moving environment.
• You balance service, people, and cost effectively.
• You can manage urgent schedule changes while keeping long-term planning on track.