The Resource Planner will be responsible for daily Alvaria WFM updates and administration, intraday processes, agent scheduling, call/staffing, results forecasting to drive and maintain Service Level objectives and maximize efficiency and occupancy within the Tracker Contact Centres.
Key Responsibilities:
- Accurately forecast staffing requirements
- Creation of agent schedules that optimize business needs and resources
- Schedule Optimization when required, based on business and operational requirements
- Real-time Adherence Monitoring
- Intra-Day tracking and adjustments to improve intra-day staffing level predictions
- Optimize meetings, training and other off-phone activity requests
- Maximize occupancy and minimize over and under resource utilization
- Completion of Aspect WFM administrative tasks as may be requested by the assigned business units and the reporting manager
- Analysis and interpretation of Data
- Pro-active management of changes ensuring effective shift patterns
- Effective communication and recommendations based on real-time and historical data
- Frequently visit assigned business areas and hold forecasting and shrinkage meetings as agreed with your reporting manager
- Assist the Customer Service Business areas through ongoing training and support and the revision and enhancement of existing processes where necessary
- Compilation of reports from WFM and related information, as required
Minimum Requirements:
- Matric
- Certification or equivalent in Telephony Administration or Customer Service
- Diploma or Degree in IT or similar field advantageous
- Minimum 1 year working experience with WFM (Workforce Management), including forecasting, scheduling, tracking, optimization, monitoring and reporting
- Experience in a leadership role
- Minimum 3 years’ experience in call centers
- Experience in the Tracker contact centre environment preferred
- MS Office Tools (Word, Excel, PowerPoint)
- Results driven/Goal orientated
- Able to work under pressure
- Able to work independently and as part of a team
- Pro-active approach to work
- Excellent problem-solving ability
- Excellent time management and attention to detail
- Confident and assertive
- Analytical
- Intuitive
Should you not hear from us within 4 weeks, please consider your application unsuccessful.
Medical Aid, Provident Fund
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