Job Description
JOB PURPOSE
Responsible for resource planning and capacity management of available resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.
KEY RESPONSIBILITY AREAS
1. Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods
2. Review and analyse the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required
3. Devise and deliver project that benefits the campaign
4. Create a yearly calendar of potential risk
5. Provide optimal forecasting, scheduling and identifying new methods, strategies and opportunities
6. Ensure sufficient staff is scheduled per interval to meet productive hour targets
7. Analyse historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans
8. Provide optimized schedules which meet the contracted SLA's and effectively communicate any potential risks
9. Create scenarios and present to the operations leadership team on the scheduling options highlighting risk and benefits
10. Track and monitor plans to identify optimization opportunities and report on variance to plan.
11. Report on and monitor agent productive hours delivery
12. Effectively manage planned shrinkages to ensure that delivery against client expectation is met
13. Manage two real time analysts to ensure that we meet client and internal expectations.
Qualifications
Matric / Grade 12 or international equivalent
Call Centre Maths
Industry relevant training courses, including WFM processes, terminology and tools
Preferred
A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education
Experience
Min 3 year’s experience in a WFM team.
Min 1 year’s planning experience with Aspect systems
Experience managing client relationships
Spread sheets with formula application and/or database software (Excel, Access)
Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software.
Advanced MS Office
Additional Information
JOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIRE
Engagement
Communication skills
Problem Solving
Planning & Organizing
Risk Management
Incident Management
Data Analysis
Stakeholder Management
Client Communication
Report writing
Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
Attention to detail
OTHER SPECIFIC REQUIREMENTS
Own vehicle with a valid driver’s licence
Must be able to travel across multiple sites
Must be able to work evening hours
Note -
Afternoon and night shifts – Monday to Sunday (rotational shifts)
Candidates are required to have fibre or live in a fibre enabled area.
