Resource Planner
2 weeks ago
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
- 3-5 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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