Regional Customer Care Headcount Forecasting Tool

Live Market & Volume assumptions, Sales-MF calibration history, and bottoms-up Inhouse/BPO headcount projections for Kenya, Uganda, Nigeria, Ghana & South Africa

🌍 Regional headcount at a glance

One tile per country, pulled straight from its WFM TOOL workbook on SharePoint by refresh.bat. Switch the header's market picker to a country to see its detail tabs — check ⚙ Settings for when each market was last refreshed.

Overall headcount by country — Actual + Forecast (Approved Plan)
Team summary — recomputed total headcount by queue (Inhouse + BPO combined) (switch the market picker above to see another market)
⚙ Data source

Every market's data is pulled directly from its WFM TOOL - 2026 workbook on SharePoint — there's nothing to upload here. Run refresh.bat → "Refresh data" to re-parse the Market Assumptions>> and Inputs>> sheets (volume assumptions incl. Sales-MF chains, efficiency assumptions) for all 5 countries and bake the result into this app.

M-KOPA Regional Customer Care Headcount Forecasting Tool · Created by: Andy Museve — WFM Analyst, Customer Care · andy.museve@m-kopa.com