Workforce Planner– Capitec Bank | Century City, Western Cape

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Workforce Planner Vacancy – Capitec Bank | Century City, Western Cape

Position Details

Job Title: Workforce Planner
Company: capitecbank.co.za
Location: Century City, Western Cape, South Africa
Employment Type: Permanent
Application Date: 24 June 2026

About the Role

Capitec Bank is recruiting a Workforce Planner to partner with operational teams in ensuring accurate staffing forecasts and effective workforce management. The successful candidate will be responsible for workforce planning, scheduling, forecasting, reporting, and workforce system administration to ensure business operations are adequately resourced.

This role requires a highly analytical professional who can translate operational data into actionable workforce plans, helping the business maintain service excellence while improving efficiency and productivity.

Key Responsibilities

Workforce Planning & Forecasting

  • Develop and maintain staffing forecasts based on business demand.
  • Produce accurate call volume forecasts and workload projections.
  • Build and manage headcount models to support operational requirements.
  • Monitor workforce trends and identify future staffing needs.
  • Ensure optimal resource allocation across business operations.

Scheduling & Workforce Management

  • Create and maintain workforce schedules.
  • Manage workforce management systems and user access.
  • Monitor adherence to schedules and workforce performance.
  • Identify staffing gaps and recommend corrective actions.
  • Support operational planning and daily workforce activities.

Reporting & Analysis

  • Analyse workforce performance data and operational trends.
  • Generate reports and dashboards for management.
  • Present findings, recommendations, and workforce insights to stakeholders.
  • Conduct detailed analysis to identify bottlenecks and efficiency improvements.
  • Support strategic decision-making through data-driven recommendations.

Stakeholder Engagement

  • Collaborate with business leaders and operational teams.
  • Liaise with internal stakeholders to align workforce requirements.
  • Support continuous improvement initiatives across the business.
  • Build strong working relationships to enhance workforce effectiveness.

Minimum Requirements

Qualifications

  • Grade 12 (Matric) or National Certificate/Vocational.
  • Relevant tertiary qualification in Information Technology or Business Management.

Experience

  • Minimum 3 years’ experience in workforce planning and scheduling.
  • At least 1 year of experience within a contact centre environment.
  • Experience using workforce management software and tools.
  • Proven experience conducting:
    • Volume forecasting
    • Average Handle Time (AHT) forecasting
    • Headcount modelling
    • Workforce analysis
  • Experience presenting reports and recommendations to management.

Preferred Qualifications

  • Bachelor’s Degree in Information Technology, Computer Science, or Business Management.
  • Knowledge of Capitec Bank systems, infrastructure, products, and operational processes.
  • Technical understanding of integrated banking and contact centre systems.

Required Knowledge

  • Workforce planning methodologies.
  • Contact centre operations and workforce management principles.
  • Business process analysis.
  • Predictive dialler regulations and operational requirements.
  • Client service and relationship management principles.
  • Reporting and performance measurement techniques.

Essential Skills

  • Advanced Analytical Skills
  • Workforce Forecasting
  • Reporting & Data Interpretation
  • Microsoft Excel, Word and Outlook
  • Numerical Reasoning
  • Commercial Awareness
  • Planning and Organising
  • Communication Skills
  • Negotiation Skills
  • Problem Solving
  • Relationship Management
  • Attention to Detail

Why Join Capitec?

Capitec is one of South Africa’s leading retail banks, known for innovation, simplicity, and exceptional customer service. Employees benefit from a dynamic work environment, opportunities for career growth, exposure to advanced banking technologies, and the chance to contribute to a company that continues to transform the banking industry.

Employment Conditions

  • Clear criminal record.
  • Clear credit record.
  • Commitment to Capitec’s values and service excellence standards.

Application Process

Applicants are required to:

  1. Complete Capitec’s online assessment.
  2. Submit a formal application through the Capitec careers platform.

Capitec is committed to diversity and employment equity and encourages suitably qualified candidates to apply.

Location: Century City, Western Cape
Company: Capitec Bank
Position: Workforce Planner

Apply Here