Wfm Planner

Job Vacancy: WFM Planner - Instacart

Purpose of job:
The WFM Planner contributes to the WFM strategy by managing and administering all aspects of Workforce Planning, ensuring the adequate forecasting and scheduling of employees for the group. The Planners are to ensure that they meet regulations and quality standards in alignment with WFM best practice, legislation, and the OLA.
- A clear disciplinary and absenteeism record
- 6-month tenure at Capability BPO / Debt-in
- Grade 12/ Matric
- Bachelor’s Degree or equivalent experience in a role of similar depth and scope would be advantageous.
- Planning and Scheduling experience an advantage

Essential experience for the role includes:

- At least three years’ experience in a Workforce Management department of which two must be in real time.
- To have advanced knowledge of Workforce Management methodologies and principles across multiple channels, to plan manually and to use a system and catering for various sites.
- Proven track record of variance scores achieved within industry standard range and acceptable to company standards.
- Working expertise with Microsoft Office, including advanced level of proficiency and hands-on experience with MS Excel and exceptional data handling skills (i.e. must be able to efficiently and effectively manage/manipulate data from multiple sources).
- To understanding outbound/inbound blended environments.
- Desirable experience for the role includes:

- Experience in dealing with relevant stakeholders, e.g. workforce management, contact centres.
- Experience working on a workforce management tool.
- Experience in the financial services industry.
- Experience with preview, predictive and power dialer; WFM planning and understanding campaign management.

Must have knowledge of:

- Contact centre methodologies and metrics.
- WFM principles, practices and systems.
- Working expertise with Microsoft Office, including advanced level of proficiency and hands-on experience with MS Excel and exceptional data handling skills (i.e. must be able to efficiently and effectively manage/manipulate data from multiple sources).
- Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting, scheduling, and RTA software.
- EX, Verint and similar systems experience, and knowledge would be advantageous.
- Advanced presentation skills (Executive level reporting)
- Capacity Planning

plication including your Full Name, ID N

TO APPLY

**Job Type**: Permanent

Application Deadline: 2023/11/07