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WFM Planning and Forecasting Analyst

WFM Planning and Forecasting Analyst

Req ID#:  385827

Cape Town, South Africa, ZA

Job Description: 

We are looking for an experienced WFM Planning and Forecasting Analyst to support the continued growth and expansion of Foundever™ Cape Town!



The mission of the Planner/Forecaster is to create future demand (requirements) and ensure there is adequate supply (staffing) to meet the same.



Workforce planners help organizations balance staffing levels with the volume of work being produced. They collect organizational/client data which is used as assumptions to create better forecasts/plans. They will ensure that that Planning Lifecycle is maintained across is various stages and deliver optimized plans to ensure service delivery is achieved.



At Foundever™, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential? We focus on you and, with your drive, look to create your best moments.


If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where it operates, have a balanced work-life pattern and competitive salary, we want to hear from YOU!



  • Need to work on multiple clients using a variety of tools to schedule & deliver plans.
  • Create and use standard templates to ensure consistent & accurate reporting
  • Communicate actively with various groups to share call outs/deviations
  • Forecast, Plan and delivery schedules across in line with the forecasting planning periods.
  • Achieve deadlines bespoke to multiple client business requirements and service level agreements.



Collect information for Forecasting/Planning

  • Collect relevant program information about contractual KPIs/operational assumptions
  • Collect information about “What If” scenarios impacting KPIs/Financials
  • Validate planning assumptions and align all information into forecasting modules
  • Build trends with historical data across all workforce assumptions
  • Tool management (creation/update of campaigns, WFM Admin)


  • Create forecast with trend analysis (level, seasonality, trend)
  • Signoff/agreement from client to lock forecast
  • External Forecast:
  • Validate client forecast with trend analysis (level, seasonality, trend)
  • Forecast breakdown (STF)
  • Long term Forecast lock process (Internal/External):
  • Lead forecasting calls
  • Validate and recommend change
  • Update forecast in WFM tool

Planning (Calculate Staffing)

  • Scenario building based on seasonal demands
  • Update planning assumptions and maintain all trend analysis modules
  • Calculate requirements and maintain capacity outlook assumptions
  • Update glide path and learning curve in line with seasonal peaks and troughs
  • Publish deviations and mitigation plans

Discussion with stakeholders

  • Lead planning calls and share best fit recommendations
  • Signoff/agreement from internal stakeholders
  • Publish the final plan and communicate with internal stakeholders
  • Ad-hoc scenarios based on change in internal/external factors

Budgeting/financial recommendations

  • Partner with FP&A & operations/AM in annual budgeting process
  • Share trend analysis assumptions and base budget inputs.



  • Previous contact centre experience (required)
  • Previous workforce management experience (required)
  • Minimum one year experience in scheduling. IEX experience in a contact centre environment is preferred.
  • Higher education or university degree, with a technical background in mathematics or statistics (desired)
  • Proficient in typing and drafting emails
  • Knowledge of MS Office is considered to be an advantage



Salary: Up to 32,500 ZAR per month dependent on experience (basic salary, paid in arrears)

Benefits: Medical aid and pension

Location: V&A Waterfront or CBD, Cape Town

Contracted Hours: 40 hours per week, on a rotational shift basis

Contract Duration: Permanent


Apply Now! We look forward to reviewing your application.


Foundever™ is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of our organisation.


If you need us to make any reasonable accommodations to our recruitment process, speak to our recruitment team who will be happy to support you.


The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever™ and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by South African legislation and then destroyed.


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