Resource Planner

2 weeks ago


Cape Town, Western Cape, South Africa FirstRand Full time
About us, purpose, experience and qualifications

about us:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

purpose:

  • To ensure that the correct number of people are scheduled at the right time to achieve and maintain a desired service level: 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

experience and qualifications:

  • Relevant Degree or Diploma.
  • 2 + years experience in the contact centre industry. Highly numerate Maths to Metric Standard & higher Grade
  • Exposure to Aspect eWFM system would be advantageous. Experience in working with and understanding contact centre schedules, rosters and adherence information will be advantageous
  • Knowledge of Contact Centre workforce management systems will be advantageous
  • Assess the impacts of absenteeism to minimise downtime and loss of clients and business growth
    additional requirements:
  • Degree in business, economics, math, or related field
  • 35 years' experience in resource planning, project management, or similar role
  • Excellent analytical skills with high attention to detail
  • Strong Excel skills; experience with SQL a plus
  • Ability to manage multiple projects simultaneously and meet deadlines
  • Excellent communication, presentation, and interpersonal skills

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