Workforce Scheduler

2 weeks ago

Cape Town, Western Cape, South Africa Engen Full time

Purpose of the Job:

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.

Who You Are:

  • You are innovative and solution driven.
  • You have excellent communication and interpersonal skills with exceptional stakeholder engagement skills.
  • You are an expert at problem solving.
  • You are passionate about data analysis and analytical thinking.
  • You have built reports that provide valuable business insights.

What you'll have done before:

Baseline:

  • NQF Level 6 (Diploma in Business Management/Statistics/Call Centre Management/Marketing).
  • 3 years of Workforce Management in a call Centre/BPO environment with a minimum of 1 year as a Scheduler.
  • Strong computer skills including proficiency in MS Office suite, particularly Advanced Microsoft Excel.
  • Experience working on IEX scheduling tool or similar.

Exciting Challenges you might face in the role:

  • Monitor daily Contact Center performance to maximize Contact Center capacity and performance against service goals and recommend adjustments.
  • Achieving the set Service Level Agreement (SLA).
  • Providing strategic input and analysis on special projects.

What you'll be doing:

FORECASTING

  • Developing a range of relevant forecasts over appropriate forecast horizons.
  • Forecast call volumes based on historical trends and new market information received from the business.

SCHEDULING

  • Staffing adequate to meet call centre target and call volumes.
  • Scheduling review shifts to meet call peaks and incorporate multiskilled staff.
  • Manage the planning & scheduling to ensure optimal utilization of call centre resources including vacation management, shift coverage, optimization of breaks, training and any other offline activity.
  • Signoff of schedules with relevant parties.
  • Analyse and report on scheduled vs. actual information. (Schedule Adherence).
  • Attempt to make call centre more cost effective from a call center staff cost perspective.
  • Determine Long term Headcount & staffing requirements.

ANALYSIS AND MONITORING

  • Ensure reporting needs are identified to provide the business with Contact Centre SLA performance.
  • Conduct budget and scenario analysis for operations and special projects.
  • Work in close conjunction with the Real Time Analyst (RTA) to ensure agent adherence & productivity is controlled & action is taken where appropriate.
  • Monitoring all noncall handling activities to ensure efficient use of resources and consistent achievement of service level across all activities.
  • Compile forecast accuracy and trend analysis of variance reports.
  • Analyse data to generate reports for presentation to senior management and make recommendations for continuous improvement of the performance of the call centre.
  • Develop and enhance reporting mechanisms and maintain complex spreadsheet &/or models.
  • Support quarterly and annual budget reporting, reconciliation, and generation.
  • Manage the analysis of intraday/daily service level performance, call volume, AHT, ASA, staffing, etc., and initiate realtime corrective actions to ensure acceptable service levels.

CONTINUOUS IMPROVEMENT AND EFFICIENCY

  • Ensure call flow and systems are operating properly.
  • Implement, monitor and revise programs, policies and procedures as required due to systematic change.
  • Support special projects as needed.
  • Configure and Optimize workforce management systems.
  • Find Areas where improvement and enhancements are necessary on an ongoing basis

Additional Information:

Location:
Cape Town

Salary band:
FM

Job Advert Closing Date:
All job adverts close five days after date posted

Engen's approved Employment Equity plans and targets will be considered as part of the recruitment process.

Important Information:

  • The appointment will be made in line with Engen's Employment Equity Strategy.
  • Engen reserves the right not to make an appointment.

Job Segment:
HR, Business Manager, Human Resources, Management

  • Workforce Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Isilumko Staffing Full time

    URGENT:Workforce ManagerOur client in the BPO Call Centre is currently looking for a Workforce Manager to join their team.Requirements: 4 years minimum experience in Workforce Management Dialer experience for outbound campaigns a must Excellent skills in forecasting, scheduling and realtime time management a must Strong organizational skills to ensure...

  • Workforce Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Dash BPO South Africa (Pty) Ltd Full time

    We are seeking a highly organized and detail-oriented Workforce Manager toefficiency, ensuring adequate staffing levels, and maintaining operational excellence through.effective scheduling and real-time monitoring.Responsibilities Assist in recruiting, hiring, training, and managing workforce analysts across all sites andmanage the team for optimal...

  • Workforce Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Isilumko Staffing Full time

    Our client in the BPO sector is urgently looking for Workforce Manager: RequirementsCandidate must possess at least a Bachelor's/College Degree4 years minimum experience in Workforce ManagementDialer experience for outbound campaigns a mustExcellent skills in forecasting, scheduling and real-time time management a mustStrong organizational skills to ensure...

  • Workforce Champion

    2 weeks ago

    Cape Town, Western Cape, South Africa amplify5 Full time

    amplify5 is growing again which means great opportunities are being created to grow our team and be a part of our exciting future.Our support functions continue to grow and we need an experienced, Positive and Motivated, Meticulous Workforce Planner to bring the action as our Workforce ChampionWHAT WILL YOU BE DOING? Build schedules aligned to client...

  • Workforce Management Analyst

    2 weeks ago

    Cape Town, Western Cape, South Africa TFG Human Resources Full time

    Position Description:An opportunity has become available within TFG Human Resources for a Workforce Management Analyst.Key responsibility in this role is the development of business staffing/scheduling plans, models and forecasting for the retail (stores) operations environment. Key performance areas will be: Provide scheduling and forecasting solution that...

  • Junior Workforce Planner

    2 weeks ago

    Cape Town, Western Cape, South Africa Ten Group Full time

    Ten exists to become the world's most trusted service provider. As Workforce Planner Junior, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods. Supporting a large global operation with constantly changing...

  • Workforce Manager Bpo

    2 weeks ago

    Cape Town, Western Cape, South Africa Surgo HR & Training Full time

    Surgo (PTY) Ltd. has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. They aim to bridge the gap between digital expectations and real outcomes for international companies with Digital Intelligence.Our client is recruiting for a...

  • Workforce Analyst, 7312

    2 weeks ago

    Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time

    3+ years of working cross functionally with tech and non-tech teams experience Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL Experience defining program requirements and using data and metrics to...

  • Workforce Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Careerbox Full time

    As a Workforce Manager your role will be to develop and lead a high performing planning team that supports and drives the operational teams of all clients within to deliver market-leading contractual serviceTo optimise call delivery and workflow across the 16-week planning window for all clients within, balancing service and recovery actions to deliver the...

  • Workforce Analyst

    2 weeks ago

    Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time

    2+ years of previous experience in a workforce management role, such as a real time analyst or workforce analyst 3+ years of previous experience in a contact center environment using contact center technologies, such as IEX & Nice or similar Bachelor's degree in an analytical or business field, or comparable business experience with some technical...

  • Workforce Planning Analyst

    2 weeks ago

    Cape Town, Western Cape, South Africa Isonxperiences Full time

    The primary responsibilities of a Workforce Management (WFM) Planner includes:Management of multiple accounts/sites end to end planning Developing and maintaining accurate forecasting and capacity planning models to ensure efficient and effective staffing levels Monitoring call center metrics to identify opportunities for improvement in staff utilization,...

  • Junior Workforce Planner Cape Town

    2 weeks ago

    Cape Town, Western Cape, South Africa Ten Group Full time

    OverviewAs Workforce Planner Junior, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods. Supporting a large global operation with constantly changing volume, location and language needs, you will use data,...

  • Workforce Manager, Contact Centre

    2 weeks ago

    Cape Town, Western Cape, South Africa Fidelity Services Group Full time

    Work Force Manager Job Description:Job purpose:Responsible for the entire planning cycle and the management of team schedules, and the overall service delivery related to the Workforce Management function.Key Performance areas:_People Management_ Coaches the team to ensure quality of delivery meets the appropriate standard Measures and manages the team to...

  • Wfm Manager/ Workforce/workflow Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    We are looking for an excellent WFM Manager to join the teamBasic Functions Generates monthwise, daywise and intervalwise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. Runs short term forecast and reforecast/adjust future volume projections as needed to ensure optimum staffing at...

  • Wfm Scheduler/planner

    2 weeks ago

    Cape Town, Western Cape, South Africa Believe Resourcing Full time

    About our Client: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...

  • Specialist, Workforce Management

    2 weeks ago

    Cape Town, Western Cape, South Africa TTEC Full time

    Specialist, Workforce ManagementBringing smiles is what we do at TTEC... for you and the customer. As a Workforce Management (WFM) Specialists are working onsite in Cape Town, South Africa, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.What...

  • Workforce Analyst, Aws Support Engineering

    2 weeks ago

    Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time

    3+ years of working cross functionally with tech and non-tech teams experience Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL Experience defining program requirements and using data and metrics to...

  • Workforce Management Real Time Analyst

    2 weeks ago

    Cape Town, Western Cape, South Africa P3 People Full time

    Company DescriptionPeople, passion and purpose- those are our core values at P3, a company located at the V & A Waterfront. We are seeking experienced team managers for our Outbound Call Centre with a passion for sales. This is a unique and exciting opportunity in a rapidly growing organization. So if you are an ambitious and passionate individual with...

  • Wfm Manager

    2 weeks ago

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

    Job Summary / OverviewAs a Workforce Management (WFM) Manager, your primary responsibility is to ensure the efficient and effective management of accounts and its workforce. This includes overseeing Planning, Real Time Management and Management information resource and processes, scheduling and allocation of resources, ensuring adequate staffing levels to...

  • Assistant Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job DescriptionThis WFM resource is responsible for Creating schedules based on forecast and actual trends.Improve efficiencies and enhance utilization of resources.Support Real time teams to manage and achieve the SLAsProcess related experience:Expert level understanding of Workforce management principles such as Erlang C etc.Extensive experience with short...