Workforce Planning Analyst

Job Title: Workforce Planning Analyst Company: Keen Job Category: Salesforce Roles & Responsibilities: About the Role This is a hands\-on individual contributor role, ideal for someone who can independently build staffing models, analyse operational trends and translate client demand into effective workforce plans. You’ll work closely with Operations, Recruiting, Training, HR, Client Success and the Real\-Time Analyst (RTA) to ensure programmes are appropriately staffed and prepared for growth. You’ll also help build WFM processes from the ground up, identifying staffing risks, improving forecast accuracy and providing data\-driven recommendations to support business decisions. This role has no direct people\-management responsibilities and focuses on forward planning rather than live queue monitoring. * + Build weekly and monthly forecasts based on contact volumes, AHT, productivity, seasonality and service\-level requirements. + Develop staffing models and capacity plans to identify workforce requirements, hiring gaps and future operational risks. + Create schedules that balance client coverage, service levels, occupancy and workforce availability. + Calculate shrinkage and account for leave, absenteeism, training, attrition and other capacity constraints. + Translate client growth plans into staffing, recruitment, training and ramp\-up requirements. + Build and maintain workforce dashboards, reports and models using Excel, Google Sheets or similar tools. + Analyse forecast versus actual performance and use insights from the RTA to improve future planning. + Partner with Operations, Recruiting, Training, HR and Client Success to align workforce plans with business needs. + Establish and improve scalable WFM processes, reporting standards and planning methodologies. * Why Join Keen? * Join a collaborative, high\-performing team where your growth is a priority. We invest in our people through ongoing learning, career development, an annual Professional Development Budget, and Birthday Leave. Career Growth: High\-performing team members have opportunities to progress Team Managers, QA, Operations or Support Global Support Environment Work Location: Cape Town, WC, South Africa Availability: Full time

We’re more than just another service provider or outsourcing company. Keen acts as an integral extension of our clients’ teams and business goals, partnering with global brands across digital marketing, creative, customer experience and sales. We are looking for an experienced Workforce Planning Analyst to own workforce forecasting, capacity planning, scheduling and reporting across Keen’s client programmes. Requirements Minimum Requirements * + At least 4 years of hands\-on WFM experience in a BPO, contact centre, marketplace, SaaS, fintech, e\-commerce, Trust \& Safety or digital operations environment. + Proven experience in forecasting, scheduling, capacity planning and staffing analysis. + Experience supporting at least two channels, such as email, chat, voice, back\-office or ticket\-based support. + Experience supporting international clients or global operating windows. + Strong Excel or Google Sheets skills, with the ability to build staffing models and dashboards from scratch. + Strong analytical, problem\-solving and communication skills. + Ability to work independently, take ownership and build processes in a fast\-paced environment. Preferred Experience Benefits Compensation * + Competitive Base Salary + Medical Insurance + Attendance \& Timeliness Bonus + Transport Allowance + Monthly Performance Bonus Key Skills: Salesforce Salary: ZAR 228000 - 288000 per yearly