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Workforce Planning Analyst
2 weeks ago
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, schedule adherence, and customer service levels
- Maintaining and adjusting employee schedules to ensure optimal coverage while minimizing costs
- Providing regular reports and analysis of call center performance to management, highlighting areas for improvement and identifying potential solutions
- Collaborating closely with call center personnel and support teams to ensure smooth operations and seamless service delivery
Key Deliverables
Managing multiple accounts/geographies end to end capacity planning, scheduling & rostering
- Include developing staff schedules; collecting staff performance data; and customer feedback data, reviewing and analysing relevant data to identify problem areas, and preparing workforce analysis reports for business to inform their policies and decision making
- Developing staffing schedules on WFM SUITEs and shift bids based on call volume and occupancy analysis, customer service level requirements, and budget guidelines
- Monitoring service level and operational metrics, while making adjustments to staffing and forecasting models whenever necessary
- Identifying ways to constantly drive efficiencies and process improvements across the accounts/sites to enhance customer service, drive down costs, and meet or exceed revenue targets
Requirements:
- Matric (Minimum)
- Excellent communication skills
- Proficiency in MS Office
- Advance Excel knowledge (Added benefit)
- Knowledge of a WFM SUITE & a minimum of 6 months experience of working on the tool is a must
- Management of multiple clients/accounts is an added benefit
- Management of multiple time zones is an added benefit
- Clear credit and criminal records
Salary:
From R14,000.00 per month
Ability to commute/relocate:
- Cape Town,
Western Cape:
Reliably commute or planning to relocate before starting work (required)
Application Deadline: 2023/11/16
Expected Start Date: 2023/12/01
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