About the Company
Our client is a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others.
Why should you choose our Client?
Joining them means surrounding yourself with some of the smartest and brightest people in the industry. Employees experience unlimited growth potential, being rewarded for their innovation and creativity. You will have opportunities for exposure to new industries and skill sets, broadening your range while experiencing a true work/life balance environment.
About the Role
As a WFM (Workforce Management) Scheduler/Planner, you play a crucial role in orchestrating the efficient allocation of resources within an organisation. Your responsibilities will encompass the meticulous planning and scheduling of personnel to ensure optimal staffing levels that align with operational demands and business objectives.
Duties & Responsibilities
- Manage staffing models and scheduling processes.
- Maintain staff plans with approved capacity and working assumptions, by operations.
- Recommend new hire classes based on operational needs.
- Manage the scheduling process of the program, including creating agent schedules, IDPs, and making necessary adjustments as required.
- Handle changes to employee information within the Workforce Management System.
- Communicate effectively with internal and external stakeholders.
- Balance staffing requirements with operational efficiencies and financial goals.
- Develop mid-term to long-term staffing plans, including recommending new hire classes based on future needs.
- Review Volume, AHT, Shrinkage, and Occupancy assumptions for incorporation into the staff plan and discuss with internal and external clients.
Desired Experience & Qualifications
Requirements:
- 2+ years of hands-on experience in WFM in a call centre (inbound voice-process).
- 1+ year of scheduling experience using any of the following tools: eWFM, Blue Pumpkin/Impact 360, IEX, or any other WFM platform.
General Skills:
- Prioritize workload, meet deadlines, and perform multiple tasks with attention to detail.
- Exhibit critical thinking, problem-solving, and interpersonal skills.
- Give and receive feedback effectively with peers and business partners.
- Work independently with minimal supervision.
- Demonstrate sound arithmetic, analytical, and problem-solving abilities.
- Adapt to workload and multitask with attention to detail in a dynamic environment.
- Possess excellent verbal, written, and comprehension skills.
Technical Skills:
- Proficiency with Microsoft Excel.
- Ability to manipulate data, create customised reports, and perform analysis.
- Good knowledge of WFM systems such as eWFM, Blue Pumpkin/Impact 360, IEX, etc.
- Create forecasts, schedules, and IDPs, and run scenarios within a WFM tool.
Package & Remuneration
Salary: R35 000 - R38 000 per month.
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