At Sigma Connected, I plan workforce requirements, forecast demand, manage capacity, and coordinate projects to align staffing with operational needs.
I build and optimise schedules around intraday demand and service-level requirements, and analyse workforce data, trends, and KPIs to support decisions. I also use what-if scenarios to assess staffing and operational impact.
Previously, as Workforce Manager at Call Centres International - South Africa (CCI-SA), I managed multi-site workforce operations, staffing, scheduling, capacity, and performance for 620+ advisors across multiple regions. I worked with Operations and clients to align workforce plans and improve efficiency and service delivery.
Earlier at CCI-SA, I worked as a Planning Analyst and Real-Time Administrator. I developed forecasts and management reports, monitored intraday staffing and performance, and coordinated same-day activities while protecting service-level delivery.
