Senior Officer: Workforce Planning

Closing Date 17 March 2026

Purpose of the Job: Reporting to the Manager: Customer Experience Centre Enablement, the successful incumbent is responsible for the planning, organising and adapting staff levels and required workplace activities within the customer experience environment to ensure human capital resources are effectively utilized

Qualifications and Experience

• Bachelor’s Degree/ Advanced Diploma in Operations Management/ Statistics/ Information Systems related qualification.
• Relevant 4 years’ experience in a Workplace Planning related environment.

Technical and behavioral competencies required

• Planning, organising and coordinating.
• Personal mastery.
• Judgment and decision making.
• Ethics and values.
• Client service orientation.
• Proficient with PowerPoint, Excel, Word, and MS Project.
• Strong understanding of operations.
• Project management.
• Report writing.
• Scheduling.
• Data analysis in workfoce forecasting and planning.

KEY PERFOMRANCE AREAS

Operational Workforce Planning

• Develop customer experience centre workforce plan in line with the department’s requirements.
• Balance staffing levels with the volume of work being produced with the customer experience centre.
• Collect customer data and use it to generate reports on work volume and projected staffing needs.
• Use customer data to improve the department’s operations, including optimisation of work schedules, identification of critical positions and re-assignment of workers.
• Utilise operational workforce plan to assess the number and type of human capital required aligned to staffing plan and budget.

Reporting

• Contribute to the preparation and submission of regulation reports.
• Aid in the development of functional reporting systems, for management, project or performance reporting.

Stakeholder Management

• Maintain proactive and progressive relationships with key stakeholders.
• Deal with inquiries and requests for information from both internal and external stakeholders.

Qualifying Persons with Disabilities (PWD) applications must be given first preference.

For job related queries contact Mzwandile at 083 805 1591