# Takealot - Senior Capacity Planner (Workforce) at takealot.com Takealot - Senior Capacity Planner (Workforce) at takealot.com in Cape Town. Posted June 21, 2024. - Company: takealot.com - Location: Cape Town - Experience: 5+ years - Posted: 2024-06-21 - Apply: https://job-boards.greenhouse.io/takealotcom/jobs/5919975 - Source: https://jobmagic.ai/jobs/takealot-senior-capacity-planner-workforce-takealotcom-xacg74 ## Requirements - Education: Bachelor's degree in business, operations management, statistics, or a related field. A postgraduate qualification or certification in contact center management or operations would be advantageous. - Experience: At least 5 years of experience in a capacity planning or workforce management role within a contact center environment, preferably in the e-commerce industry. - Analytical Skills: Strong analytical skills with the ability to interpret data, trends, and metrics to inform capacity planning decisions. - Technical Skills: Proficiency in workforce management software and tools, as well as advanced knowledge of Microsoft Excel or similar data analysis tools. - Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate complex concepts to stakeholders at all levels of the organization. - Problem-Solving Skills: Strong problem-solving skills with the ability to think creatively and develop innovative solutions to capacity planning challenges. - Teamwork and Collaboration: Ability to work effectively in a cross-functional team environment, collaborating with operations, workforce management, and other teams to achieve common goals. - Attention to Detail: Strong attention to detail and accuracy in forecasting and capacity planning activities. - Adaptability: Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment. - Industry Knowledge: Knowledge of the e-commerce industry and its unique challenges and opportunities related to capacity planning and workforce management. - Compliance Knowledge: Familiarity with relevant regulations and best practices related to capacity planning and workforce management within the South African context ## Description takealot.com, a leading South African online retailer, is looking for a highly talented **Customer Service** - **Senior Capacity Planner** to join our team in Cape Town. We are a young, dynamic, hyper growth company looking for smart, creative, hard- working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great **This position reports into the Head of Customer & Business Support Operations.Your Responsibilities will include:** - Capacity Planning: Develop and maintain capacity plans that align with business goals and ensure optimal resource utilization. - Forecasting and Analysis: Utilize forecasting models and data analysis to predict future workload and staffing requirements. - Resource Optimization: Manage staffing levels, scheduling, and real-time adherence to maximize efficiency and meet service level objectives. - Performance Monitoring: Monitor contact center performance metrics and adjust capacity plans as needed to meet or exceed targets. - Cross-functional Collaboration: Work closely with operations, workforce management, and other teams to coordinate staffing and scheduling activities. - Process Improvement: Identify and implement process improvements to enhance capacity planning accuracy and efficiency. - Reporting and Communication: Prepare and present capacity planning reports and recommendations to stakeholders at all levels of the organization. - Technology Utilization: Leverage technology and tools to support capacity planning and forecasting activities. - Risk Management: Identify and mitigate risks related to capacity planning and workforce management. - Compliance: Ensure compliance with relevant regulations and internal policies related to capacity planning and workforce management. **Attributes Required:** - SQL Proficiency: Ability to write and execute SQL queries to extract and manipulate data from databases, such as customer relationship management (CRM) systems, to support capacity planning and forecasting activities. - Workforce Management Software: Experience with workforce management software, such as Verint, Aspect, or Genesys, to create and manage staffing schedules, track adherence, and generate reports. - Microsoft Excel: Advanced knowledge of Microsoft Excel, including the ability to use advanced functions, pivot tables, and macros to analyze data and create reports for capacity planning purposes. - Data Visualization Tools: Familiarity with data visualization tools, such as Tableau or Power BI, to create visually appealing and informative dashboards and reports for stakeholders. - Forecasting Models: Experience with statistical forecasting models and techniques to predict future workload and staffing requirements based on historical data and trends. - Quality Management Systems: Knowledge of quality management systems, such as Six Sigma or Lean, to identify and implement process improvements related to capacity planning and workforce management. - Communication and Collaboration Tools: Proficiency in communication and collaboration tools, such as Microsoft Teams or Slack, to facilitate communication and collaboration with team members and stakeholders. - Project Management Skills: Strong project management skills to effectively plan and execute capacity planning projects, including identifying requirements, developing timelines, and managing resources. - Continuous Improvement Mindset: A mindset focused on continuous improvement, with the ability to identify opportunities for process improvement and efficiency gains in capacity planning and workforce management processes. **Qualifications and Experience:** - Education: Bachelor's degree in business, operations management, statistics, or a related field. A postgraduate qualification or certification in contact center management or operations would be advantageous. - Experience: At least 5 years of experience in a capacity planning or workforce management role within a contact center environment, preferably in the e-commerce industry. - Analytical Skills: Strong analytical skills with the ability to interpret data, trends, and metrics to inform capacity planning decisions. - Technical Skills: Proficiency in workforce management software and tools, as well as advanced knowledge of Microsoft Excel or similar data analysis tools. - Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate complex concepts to stakeholders at all levels of the organization. - Problem-Solving Skills: Strong problem-solving skills with the ability to think creatively and develop innovative solutions to capacity planning challenges. - Teamwork and Collaboration: Ability to work effectively in a cross-functional team environment, collaborating with operations, workforce management, and other teams to achieve common goals. - Attention to Detail: Strong attention to detail and accuracy in forecasting and capacity planning activities. - Adaptability: Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment. - Industry Knowledge: Knowledge of the e-commerce industry and its unique challenges and opportunities related to capacity planning and workforce management. - Compliance Knowledge: Familiarity with relevant regulations and best practices related to capacity planning and workforce management within the South African context **The Environment**: - takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa. - We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve. - We are short on ego and high on output. - We are doers and not only thinkers, its all in the execution after all. - We love what we do and what we are creating. We seek to Employ an **Extra Ordinary Mind** who: - is respectful but forthright - is an expert at doing, who can not only design but also execute - is analytical, able to use data to make decisions - is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours - is **passionate about the potential of e-commerce** and delivering a **world-class customer experience** - is **entrepreneurial**, **thrives under change** and accepts it is a constant and always **looks for solutions** to do something better and faster - is business SMART. Able to think about problems from a business perspective using technical and product input; - is curious and challenge the status quo - is innovative and enjoys iteration - is collaborative - will be at the cutting edge of developing new concepts for takealot.com - **thinks like an owner** of the business - is **SMART, has INTEGRITY** and **is HARD WORKING** If you meet the above you are an **Extraordinary Mind** so come and join us! *Takealot is an Equal Opportunity Employer. We encourage applicants from the previously disadvantaged groups and people with disabilities, to apply.*