Workforce Planning Analyst at Sun King (Formerly Greenlight Planet)

About the role:

• We are seeking a strategic and detail-oriented Workforce Planning Analyst to join our growing regional Workforce Management & MIS team. This role plays a critical part in optimizing workforce operations across both internal and outsourced contact centers within a multi-country footprint.
• You will be tasked with delivering accurate forecasts, efficient schedules, and performance insights that enable the business to meet service level targets, support employee engagement, and drive operational efficiency. The role will also support the implementation of a WFM system and the drive of scheduling frameworks that strike the right balance between business goals and workforce sustainability. 

What you would be expected to do

Scheduling

• Build and review agent schedules optimized for forecasted demand, shrinkage, business drivers, wellbeing subpolicies and offline threshold guidelines.
• Work with BPO workforce planners to align schedules and resolve discrepancies, while maintaining documentation for all planning discussions.
• Align shift mixes, rest day strategies, and offline activity windows with both internal and outsourced planners.
• Maintain documented planning discussions and ensure schedules are signed off by relevant stakeholders.

Forecasting  

• Develop accurate short- and long-term forecasts (daily to 4+ months) for workload, staffing, occupancy and resource planning. 
• Review the quality of all forecasts and impact assessments before submission to the Workforce &MIS Manager for sign-off and wider communication
• Validate and align all forecasts with relevant market stakeholders and escalate capacity risks proactively with recommended resource adjustments (e.g., overtime, shrinkage, cross-skilling).
• Benchmark and incorporate contact center data, customer insights, seasonality, and marketing inputs, and business strategy into forecasting models.

Performance Monitoring & Reporting

• Track and analyze intraday, daily, weekly, and monthly KPIs including service levels, adherence, AHT, shrinkage, forecast accuracy and agent productivity metrics.
• Generate accurate performance reports and dashboards for senior management and operational teams.
• Deliver actionable insights through performance dashboards and reporting packs with improvement recommendations tailored for Contact Center Ops and Management Team.
• Ensure tactical planning by flagging early risk flags to performance or revenue generation and also work with internal Contact Center Ops and BPO WFM teams to implement corrective actions.

Stakeholder Engagement & Operational Alignment

• Serve as the WFM dedicated planning lead within your assigned markets, including BPO partner sites.
• Conduct regular syncs with in-market and BPO WFM teams to review schedules, forecasts, and performance metrics.
• Support workforce alignment for LOB migrations, new campaigns, and intraday routing changes.
• Provide insight, scheduling outputs as required for all reporting and alignments with team managers for effective man hour production. 

WFM System & Operational Improvement

• Contribute to the successful rollout of the new WFM system, including UAT, data validation, and documentation.
• Maintain and identify process improvement and automation and optimization opportunities in planning, scheduling, and reporting  across internal and outsourced environments.

Financial & Strategic Impact

• Provide efficient workforce plans that balance cost control, service delivery, and employee engagement.
• Ensure effective man-hour utilization and headcount planning to reduce overstaffing or attrition-related inefficiencies.
• Contribute to capacity decisions that balance revenue generation and labor cost efficiency.
• Examine planning strategies’ impact on attrition, adherence, and absenteeism, and recommend improvements backed up by data.
• Drive and contribute to Contact Centre projects from a workforce perspective as assigned.

You might be a strong candidate if you

• Minimum Higher National Diploma/Bachelor's degree in Business, Economics, Mathematics, Statistics, or related field.
• Have minimum of 2 years experience in workforce planning or WFM/MIS roles in a contact center or BPO setting is required.
• Experience in a multi-channel (voice, chat, email), multi-country, or outsourced environment is preferred.
• Hands-on experience with forecasting, scheduling, performance monitoring, and WFM reporting.
• Good knowledge of Excel or Google Sheets; familiarity with data visualization tools (e.g., Power BI, Tableau, Looker Studio).
• Experience with WFM systems (e.g., Injixo, Verint, NICE) is a plus.
• Understanding of routing strategies, multi-skilling impacts, and labor optimization.

Required Skills

• Excellent stakeholder engagement and communication skills across diverse cultures and time zones.
• Robust analytical and critical thinking skills; a data-informed decision-making mindset
• Organized, detail-oriented, and process-focused with strong time management.
• Proven ability to prioritize, work independently, and deliver under changing business needs.
• Comfortable with documentation, SOP creation, and maintaining repeatable processes.
• A collaborative and proactive approach to problem-solving and team support.

Preferred Advantage

• Experience supporting pan-African contact center operations or multi-lingual environments.
• Working knowledge of labor law considerations in scheduling and shift design.
• Exposure to wellbeing strategies as part of workforce planning frameworks.