Resource Planner

2 weeks ago

Cape Town, Western Cape, South Africa Ascensos Full time

LOCATION
Cape Town, South Africa

TYPE
Office Based

POSITION
Full Time

DATE POSTED
20/07/2023

Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Whether it's clients or colleagues, delivering with a personal touch is truly important to us.

We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, River Island, B&Q, KFC and Big Bus Tours.

We're proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.


What We're Looking For


Due to our continued growth, we have an exciting opportunity to join a thriving, growing team who are responsible for the production of accurate and effective workload forecasts across multiple lines of business.

You will be responsible for managing the workforce and ensuring that we have the right people with the right skills in the right place, at the right time

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind. We think big and we're looking for team members who think bigger, achieve more, and work smarter.

What To Expect


As a Resource Planner, you will be responsible for forecasting, scheduling, resource management and supporting the real-time operation to allow us to deliver the best service to our client's customers.


Please note. This position is office-based at our site in Searle Street, The Boulevard in Woodstock.

As part of #theAteam, you'll receive full training and support to be the voice of our clients' brand.

But no need to worry if you don't have lots of experience, we have thе best training program ready for you.


Your role can include, but isn't limited to:

  • Lead and develop a team of resource planners, providing guidance & support to achieve department goal.
  • Stay up to date with industry trend and best practice in Resource Planning.
  • Responsibility for the endtoend resource planning cycle in an environment over 400 FTE.
  • Develop & maintain Forecasting and capacity models in a multichannel environment.
  • Attend daily/weekly calls to present and discuss the current resourcing position & requirements with both clients and internal stakeholders,

About You


We're delighted to drive innovation on-site day after day, so it's a plus if you're inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we're looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills

  • Highly Advanced Excel skills.
  • Calabrio / Teleopti Experience
  • Preferred but not essential.
  • Resource Planning experience in a call centre environment.
  • Understanding of contact centre resourcing and modelling techniques.
  • Strong analytical and strategic thinker.
  • Excellent communication skills, both written and verbal, with the ability to present findings and recommendations to stakeholders.
  • Resultsoriented mindset with a focus on continuous improvement and efficiency.
  • Ability to adapt to changing business needs and work under pressure to meet deadlines.

Join #theAteam
We recognise the unique contributions of everyone in #theAteam; it's what drives our success. And we celebrate talent. That's why there's a huge focus on career development and recognition at Ascensos.


As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

You will be welcomed into an inclusive, diverse and fun environment where; delivering excellent customer service, career development and fun Fridays are the norm.

We'll tell you all about it during your interview

Benefits

  • Full training & support.
  • Medical insurance after 6 months.
  • Up to R1000 performance bonus
  • Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
  • Full training & support.
  • Access to our Learning & Development Talent SPA.
- 'Employee of the Month' Awards.

  • A diverse & inclusive working environment.

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