Senior Capacity Planner (Workforce)

Location: Cape Town, South Africa

Company

hirify.global is a South African online retailer and e-commerce company focused on delivering a world-class customer experience.

What you will do

• Develop and maintain capacity plans aligned with business goals and resource requirements.
• Forecast contact center workloads and staffing needs using historical data, trends, and statistical models.
• Manage staffing levels, schedules, and real-time adherence to meet service-level objectives.
• Monitor performance metrics and adjust capacity plans to meet or exceed targets.
• Collaborate with operations, workforce management, and cross-functional stakeholders on staffing and scheduling.
• Improve planning processes, prepare reports, use workforce technologies, and manage capacity-related risks and compliance.

Requirements

• At least 5 years of experience in capacity planning or workforce management within a contact center environment.
• Bachelor’s degree in business, operations management, statistics, or a related field.
• Strong analytical, forecasting, problem-solving, communication, and collaboration skills.
• Proficiency in SQL, advanced Microsoft Excel, workforce management software such as Verint, Aspect, or Genesys, and data visualization tools such as Tableau or Power BI.
• Experience with statistical forecasting, project management, process improvement, and quality management methods such as Six Sigma or Lean.
• Knowledge of e-commerce operations and regulations related to capacity planning and workforce management in the South African context.

Culture & Benefits

• Dynamic, entrepreneurial environment focused on e-commerce growth and customer experience.
• Market-related total remuneration package with flexibility according to individual needs.
• Collaborative culture emphasizing ownership, direct feedback, innovation, and continuous improvement.
• Equal opportunity employer encouraging applications from previously disadvantaged groups and people with disabilities.