Operations Associate - South Africa

We’re looking for a highly organised and analytical Operations Associate to join our operations team at Voy, a leading health tech company. The role involves planning and managing our Customer Service team’s staff schedules. You will ensure that the Core Clinical team is adequately resourced to meet customer demand, balancing efficiency, fairness, and service quality. You’ll work closely with agents, team leads, the capacity management team, and service & clinical leadership to maintain smooth daily operations while anticipating future needs. The ideal candidate will combine strong communication skills with exceptional organisation and a drive to continually improve how our teams work. Experience with workforce management (WFM) systems is highly desirable. What you’ll be doing Coordinate and manage schedules for customer service agents ensuring optimal use of resources. Serve as a point of contact for scheduling-related inquiries, offering support and solutions when conflicts arise. Maintain accurate and up-to-date records of schedules, appointments, absences, and changes to staffing levels. Develop and maintain scheduling systems to ensure the efficient allocation of resources, minimising downtime and maximising productivity. Anticipate demand fluctuations and proactively adjust the schedule to align with company needs Collaborate with the capacity management team to analyse contact forecasts, staffing models, and demand patterns to inform scheduling decisions Work closely with customer service and and department heads to gather scheduling preferences and align resources with team priorities Ensure data accuracy and integrity within scheduling systems Identify opportunities to automate and streamline scheduling workflows What we need from you Experience in scheduling, resource planning, or workforce management is an advantage (for example, in customer service, healthcare, or operations), but we’re equally open to candidates who can demonstrate strong coordination, analytical, and prioritization skills. Hands-on experience with a WFM tool is a strong plus. Strong organisational and time-management skills, with the ability to handle multiple tasks simultaneously. Excellent communication skills, both written and verbal, to interact with internal and external stakeholders. Strong problem-solving skills and the ability to handle scheduling conflicts in a timely and efficient manner. Comfortable working with data and Excel/Sheets; experience with workforce tools or scheduling platforms is desirable but not essential. Ability to work in a fast-paced environment and manage competing priorities. A proactive, solutions-oriented approach with a focus on continuous improvement. What we offer Salary range of between R28,300 – R31,600 (ZAR) per month, based on skills and experience Fully Remote, to be based anywhere in South Africa Join in the early stages of one of the most promising scale-ups in the healthcare space