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Resource Planner
3 months ago
To drive the various operational and tactical objectives of efficiently meeting the customer service demands and improving cost effectiveness within the greater customer contact centre environment.
Manage costs / expenses within approved budget to achieve cost efficienciesDeliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutionsProduce and allocate efficient schedules for agents and maximize agent utilization throughout the Contact CentreDrive the various operational and tactical objectives of efficiently meeting the customer service demands and improving cost effectiveness within the greater customer contact centre environment.
Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related informationComply with governance in terms of legislative and audit requirementsEnsure that the correct number of people are scheduled at the right time to achieve and maintain a desired service level in the Customer Contract Centre through efficient planning and coordinating breaks, training, and meetings, call quality monitoring, coaching sessions and leave ensuring sufficient coverage is maintained across the contact centre & service levels are metProactively implement changes which will positively impact service level achievement and develop staffing solutions and optimise shifts to improve scheduling efficiency and customer growthProvide root cause analysis for service levels not being met (daily, weekly and Monthly)Manage own development to increase own competenciesPlan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competenciesEducate Team Leaders in the correct use of Workforce Management System and ensure that relevant procedures are followed Job Details Application Closing Date07/06/24 All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis.
The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
Introduce YourselfIntroduce yourself to our recruiters and we will get in touch if there's a role that seems like a good match.
Should you have any queries, please log it via MyQ .About UsDirectAxis is a proudly South African business offering a range of products including personal loans and funeral cover.
DirectAxis also provides a free and secure financial wellness tool that allows customers to check and manage their credit rating.
By building a career at DirectAxis you can help develop credit products that will enable and support customers in a sustainable and affordable way.
This leads to better outcomes for many communities in the country.#J-18808-Ljbffr
