Resources Planner

**Position summary**:
**Industry**:IT & Internet**Job category**:Administration**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**About our company**:
**Introduction**:
Tracker requires the services of a Planner: Resources in the Customer Service Operations Department situated at the head office based in Johannesburg. The Planner: Resources will be responsible for daily Aspect WFM updates and administration, intraday processes, agent scheduling and call\staffing and results forecasting in an effort to drive and maintain Service Level objectives and maximise efficiency and occupancy within the Customer Service Call Centre.

**Job description**:

- Accurately forecast staffing requirements
- Creation of agent schedules that optimise business needs and resources
- Schedule Optimisation when required, based on business and operational requirements
- Real-time Adherence Monitoring
- Intra-Day tracking and adjustments to improve intra-day staffing level predictions
- Optimize meetings, training and other off-phone activities
- Maximize occupancy and minimize over and under resource utilization
- Completion of Aspect WFM administrative tasks
- Analysis and interpretation of Data
- Pro-active management of changes ensuring effective shift patterns
- Effective communication and recommendations based on real-time and historical data
- Assist the Customer Service Business areas through on-going training and support and the revision and enhancement of existing processes where necessary
- Compilation of reports from WFM and related information, as required

**Minimum requirements**:

- Prior working experience with Aspect WFM (Workforce Management)
- Forecasting
- Scheduling
- Tracking & Monitoring
- Reporting
- Empower & Optimisation
- Experience in a leadership role
- Minimum 4-years’ successful experience in call centers
- Produce written documents in English
- MS Office Tools (Word, Excel, PowerPoint)
- Results driven/Goal orientated
- Able to work under pressure
- Able to work independently and as part of a team
- Pro-active approach to their work
- Excellent problem-solving ability
- Excellent time management and attention to detail
- Confident and assertive
- Analytical
- Intuitive

**Benefits**:

- Medical Aid, Provident Fund