# Takealot - Senior Capacity Planner (Workforce) at takealot.com

> South Africa · Senior · Other · open. Source: https://alderhq.app/jobs/greenhouse%3Atakealotcom%3A5919975 (read 2026-11-08).

## Facts (observed)

- Company: [takealot.com](https://alderhq.app/companies/takealot-com)
- Location text: Cape Town; Cape Town Office
- Where it can be done from (inferred): South Africa (evidence: "Location: Cape Town; Cape Town Office")
- Posted: 2024-06-21 (870 days ago)
- First seen by alder: 2026-11-07 · last verified: 2026-11-07
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://job-boards.greenhouse.io/takealotcom/jobs/5919975
- Skills listed (inferred): SQL

## Pay and sponsorship

- Posted pay: not posted

## Description (the employer's text)

takealot.com, a leading South African online retailer, is looking for a highly talented Customer Service - Senior Capacity Planner to join our team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, creative, hard- working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great

This position reports into the Head of Customer & Business Support Operations.

### Your Responsibilities will include

- Capacity Planning: Develop and maintain capacity plans that align with business goals and ensure optimal resource utilization.
- Forecasting and Analysis: Utilize forecasting models and data analysis to predict future workload and staffing requirements.
- Resource Optimization: Manage staffing levels, scheduling, and real-time adherence to maximize efficiency and meet service level objectives.
- Performance Monitoring: Monitor contact center performance metrics and adjust capacity plans as needed to meet or exceed targets.
- Cross-functional Collaboration: Work closely with operations, workforce management, and other teams to coordinate staffing and scheduling activities.
- Process Improvement: Identify and implement process improvements to enhance capacity planning accuracy and efficiency.
- Reporting and Communication: Prepare and present capacity planning reports and recommendations to stakeholders at all levels of the organization.
- Technology Utilization: Leverage technology and tools to support capacity planning and forecasting activities.
- Risk Management: Identify and mitigate risks related to capacity planning and workforce management.
- Compliance: Ensure compliance with relevant regulations and internal policies related to capacity planning and workforce management.
### Attributes Required

- SQL Proficiency: Ability to write and execute SQL queries to extract and manipulate data from databases, such as customer relationship management (CRM) systems, to support capacity planning and forecasting activities.
- Workforce Management Software: Experience with workforce management software, such as Verint, Aspect, or Genesys, to create and manage staffing schedules, track adherence, and generate reports.
- Microsoft Excel: Advanced knowledge of Microsoft Excel, including the ability to use advanced functions, pivot tables, and macros to analyze data and create reports for capacity planning purposes.
- Data Visualization Tools: Familiarity with data visualization tools, such as Tableau or Power BI, to create visually appealing and informative dashboards and reports for stakeholders.
- Forecasting Models: Experience with statistical forecasting models and techniques to predict future workload and staffing requirements based on historical data and trends.
- Quality Management Systems: Knowledge of quality management systems, such as Six Sigma or Lean, to identify and implement process improvements related to capacity planning and workforce management.
- Communication and Collaboration Tools: Proficiency in communication and collaboration tools, such as Microsoft Teams or Slack, to facilitate communication and collaboration with team members and stakeholders.
- Project Management Skills: Strong project management skills to effectively plan and execute capacity planning projects, including identifying requirements, developing timelines, and managing resources.
- Continuous Improvement Mindset: A mindset focused on continuous improvement, with the ability to identify opportunities for process improvement and efficiency gains in capacity planning and workforce management processes.
### Qualifications and Experience

- Education: Bachelor's degree in business, operations management, statistics, or a related field. A postgraduate qualification or certification in contact center management or operations would be advantageous.
- Experience: At least 5 years of experience in a capacity planning or workforce management role within a contact center environment, preferably in the e-commerce industry.

---
Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Atakealotcom%3A5919975 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.