{"id":2636326,"url":"https://alion.io/job/keen-workforce-planning-analyst","title":"Workforce Planning Analyst","company":{"id":7873,"name":"Keen","domain":"keen.io","url":"https://alion.io/company/keen","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-16T05:45:00Z"}},"role":"HR","role_family":"HR","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":32000,"period":"year","method":"role_country_seniority_unknown","sample_n":39},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Intercom","optional":true},{"name":"Salesforce","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-10-15T17:28:39Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-16T21:47:20Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Keen\nWelcome to Keen, where art meets science.\nWe’re more than just another service provider or outsourcing company. Keen acts as an integral extension of our clients’ teams and business goals, partnering with global brands across digital marketing, creative, customer experience and sales.\nWe’re building a culture of operational excellence, innovation and growth, and we’re looking for people who want to make a meaningful impact.\nAbout the Role\nWe are looking for an experienced Workforce Management Analyst to own workforce forecasting, capacity planning, scheduling and reporting across Keen’s client programmes.\nThis is a hands-on individual contributor role, ideal for someone who can independently build staffing models, analyse operational trends and translate client demand into effective workforce plans. You’ll work closely with Operations, Recruiting, Training, HR, Client Success and the Real-Time Analyst (RTA) to ensure programmes are appropriately staffed and prepared for growth.\nYou’ll also help build WFM processes from the ground up, identifying staffing risks, improving forecast accuracy and providing data-driven recommendations to support business decisions. This role has no direct people-management responsibilities and focuses on forward planning rather than live queue monitoring.\nRequirements\nBuild weekly and monthly forecasts based on contact volumes, AHT, productivity, seasonality and service-level requirements.\nDevelop staffing models and capacity plans to identify workforce requirements, hiring gaps and future operational risks.\nCreate schedules that balance client coverage, service levels, occupancy and workforce availability.\nCalculate shrinkage and account for leave, absenteeism, training, attrition and other capacity constraints.\nTranslate client growth plans into staffing, recruitment, training and ramp-up requirements.\nBuild and maintain workforce dashboards, reports and models using Excel, Google Sheets or similar tools.\nAnalyse forecast versus actual performance and use insights from the RTA to improve future planning.\nPartner with Operations, Recruiting, Training, HR and Client Success to align workforce plans with business needs.\nEstablish and improve scalable WFM processes, reporting standards and planning methodologies.\nMinimum Requirements\nAt least 4 years of hands-on WFM experience in a BPO, contact centre, marketplace, SaaS, fintech, e-commerce, Trust & Safety or digital operations environment.\nProven experience in forecasting, scheduling, capacity planning and staffing analysis.\nExperience supporting at least two channels, such as email, chat, voice, back-office or ticket-based support.\nExperience supporting international clients or global operating windows.\nStrong Excel or Google Sheets skills, with the ability to build staffing models and dashboards from scratch.\nStrong analytical, problem-solving and communication skills.\nAbility to work independently, take ownership and build processes in a fast-paced environment.\nPreferred Experience\nBPO or contact centre experience supporting US, UK or European clients.\nFamiliarity with WFM platforms such as NICE IEX, Verint, Calabrio, Playvox, Assembled or similar tools.\nExposure to Zendesk, Gorgias, Intercom, Salesforce or other CRM/helpdesk platforms.\nExperience supporting rapid hiring ramps, new client launches or high-growth operations.\nBenefits\nWhy Join Keen?\nJoin a collaborative, high-performing team where your growth is a priority. We invest in our people through ongoing learning, career development, an annual Professional Development Budget, and Birthday Leave.\nCompensation\nCompetitive Base Salary\nMedical Insurance\nAttendance & Timeliness Bonus\nTransport Allowance\nMonthly Performance Bonus\nCareer Growth: High-performing team members have opportunities to progress Team Managers, QA, Operations or Support\n\nGlobal Support Environment\nAs we support clients across different time zones, Keen operates in a 24/7/365 environment. 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