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Senior Capacity Planner

Takealot Group
3 days ago
Full-time
On-site
Cape Town, South Africa
Urban Planning

Introduction

takealot.com is a leading South African online retailer. We are a young, dynamic, hyper-growth e-commerce business looking for smart, creative, hard-working people with integrity to join our team.

Our employees are entrepreneurial, customer-centric, fun, and share the ambition of making takealot.com the undisputed leading e-commerce company in Africa. We are short on ego and high on output—we are doers, not just thinkers. If you love what you do, thrive under constant change, and want to build something extraordinary, this is where you belong.

 

Reporting into the Head of Customer & Business Support Operations, you will develop and maintain robust capacity plans, workforce models, and workload forecasts that align with business goals. You will optimize resource utilization, real-time adherence, and contact centre scheduling to ensure takealot.com consistently meets service level objectives and operational efficiency targets.

Duties & Responsibilities

  • Capacity Planning & Forecasting: Develop and maintain statistical forecasting models to predict workload and staffing requirements based on historical trends, seasonal spikes, and business growth goals.

  • Resource & Schedule Optimization: Manage staffing levels, scheduling, and real-time adherence to maximize contact centre efficiency and maintain service levels.

  • Performance Monitoring & Adjustments: Track real-time and long-term performance metrics, adjusting capacity models dynamically to hit or exceed targets.

  • Cross-Functional Collaboration: Partner closely with Operations, WFM, and business stakeholders to coordinate workforce activities and present capacity planning insights.

  • Process Improvement & Risk Mitigation: Identify operational bottlenecks, implement continuous improvement initiatives (Six Sigma/Lean methodologies), and mitigate capacity-related risks.

  • Reporting & Systems Governance: Build dashboards using SQL, Excel, and BI tools to deliver transparent capacity reports to executive stakeholders. Ensure compliance with South African labor regulations and internal policies.

Desired Experience & Qualification

  • Education:

    • Bachelor's degree in Business, Operations Management, Statistics, or a related quantitative field.

    • A postgraduate qualification or certification in Contact Centre Management/Operations is advantageous.

  • Experience:

    • Minimum 5+ years' experience in a Capacity Planning or Workforce Management role within a contact centre environment (e-commerce background preferred).

    • Proven track record in statistical forecasting, resource optimization, and capacity project management.

  • Technical Skills & Tools:

    • SQL Proficiency: Ability to query and extract data from databases/CRM systems.

    • WFM Software: Hands-on experience with systems like Verint, Aspect, or Genesys.

    • Advanced MS Excel: Mastery of advanced functions, pivot tables, complex modeling, and macros.

    • Data Visualization: Experience with Power BI or Tableau to build stakeholder dashboards.

    • Knowledge of Quality Management Systems (Lean / Six Sigma) and local WFM/labor regulations.

Interested?