Resource Planner

2 weeks ago

Cape Town, Western Cape, South Africa Teleperformance South Africa Full time

Job Summary/Overview
To provide operational forecasts and schedules to agreed standards and timescales. Working in-conjunction with other departments to ensure the correct staffing is in place to achieve the required service levels.

Main Responsibilities (but not limited to)

  • Knowledge of forecasting techniques and resource planning tools.
  • Able to quickly analyze high volumes of data, identify anomalies and rectify these issues in order to deliver accurate forecasts and schedules to the operation within the required SLA.
  • Good communication and presentation skills with the ability to present findings from analysis (e.g. impact assessment) clearly and succinctly for management action.
  • Good relationship building skills that can be used to understand what changes are likely in the business and use that knowledge to predict future events.

Key Performance Areas (but not limited to)

  • Accurate Forecasting
  • Effective Generation of Schedules
  • Intuitively using Historic trends to ensure SLA's are met
  • Formation of innovative solutions to ensure achievement

Competencies Required:

  • Effectiveness
  • Learning Orientation
  • Communication
  • Flexibility
  • Planning & Organising
  • Problem Solving
  • Experience in the administration of IEX Totalview (
    Essential)
  • Notable experience in a support team, within a complex multisite Customer Service environment providing resource planning, support involving forecasting and scheduling output.
  • Proven operational experience in a relevant Customer Service organisation
  • Demonstrable experience in an Aspect eWFM or similar resource management tool
  • Proficient use of MS Office
  • Excel (
    Essential)

This will include but is not limited to;

  • Route set configuration and management.
  • Forecasting staff numbers against call volumes.
  • Schedule run and staff assignments using preference and template models.
  • Staff activity management using thresholds/limits
  • Management of reports through all supported delivery mediums

Qualifications and Experience

  • Ability to Forecast/Plan without system, Planning Systems (Verint, IEX, Genesys)
  • Have worked in BPO within WFM Planning for 25 years (
    preferred)
  • MS Office (Excel, PowerPoint) experience a must. Level intermediate or above
  • WFM Toolkit experience is an advantage

Job Types:
Full-time, Permanent

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