Workforce Scheduler

5 months ago

Cape Town, 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 multi-skilled 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 off-line activity.
- Sign-off 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 non-call 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 intra-day/daily service level performance, call volume, AHT, ASA, staffing, etc., and initiate real-time 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.

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