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Junior Workforce Planner

7 months ago

Cape Town, South Africa Ten Group Full time

Ten exists to become the world’s most trusted service provider. As Workforce Planner Junior, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods. Supporting a large global operation with constantly changing volume, location and language needs, you will use data, scheduling and forecasting tools to ensure that the organisation has the right people - with the right skills in the right places at the right time. Success in this respect means we consistently achieve all core service level agreements (SLAs) and deliver best-in-class service as cost-effectively as possible.

In addition, you will support the Head of and Senior Workforce Planners to ensure they are equipped to effectively handle expected business growth and one-off events. Examples include onboarding of new clients, global sporting or entertainment events and technological improvements that increase our productivity. You will ensure that business leaders have the information they need with enough advance notice to prepare and organize the operation to be in step with such business changes.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:
**Resource Planning**:

- Regularly work through the 6 phases of workforce management; gathering historical data, analyzing data, cleaning it of inconsistencies, forecasting work volumes, calculating headcounts, creating schedules and analysing stats and SLA’s to ensure we have effectively scheduled our workforce
- Provide standardised daily, weekly, monthly and quarterly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of resourcing in your region
- Be fully accountable for rota management in your local regions in order to maintain accuracy. This includes maintaining Genesys and ensuring teams are adhering to schedules
- Administrating and signing off Annual Leave, Lieu Time and any planned off floor activities
- To maintain and refresh schedules in advance of each quarter in accordance with business needs and to present these to the wider group
- To meet or beat targeted performance SLA’s through effective WFP
- Organise coverage for public holidays, regional time changes and one-off events
- Ensure that if last minute absence affects coverage, appropriate cover or overtime is arranged
- Provide analysis and recommendations to improve staffing levels and efficiency
- Approve and manage overtime and lieu time within your regions, provide monthly analysis and reporting and work to align on processes and reduce cost

**Unified Communications Systems**:

- Work with IT to ensure that the configuration on the unified Comms system Genesys is in line with operational needs
- Manage changes to skill sets as LMs receive program-specific training and/or as mandated by changes to service teams
- Report within your region's requirements whether that’s daily pulse or weekly inbound task reports
- Investigate any SLA failures and produce a root cause analysis with recommendations and remedial actions for Operations
- Provide Daily reporting on schedule adherence, unavailability and timekeeping
- Real Time Monitoring of queues, skills and LM performance/ adherence
- Review, report and investigate ‘Task Exceptions’ to ensure there is no manipulation of the telephony system

You will also work as part of a Global Team on the following:
**Business Improvements**
- Work to innovate and improve Ten’s resource planning system and methodology, utilising prior experience and seeking out efficiency improvements that lead to better business performance
- Work closely with other stakeholders and/or lead any upgrades or new software implementation that will enhance global resource planning
- Ensure ongoing operational performance, monitoring mid to long term trends, highlighting opportunities, risks and proposing mitigation options
- Understanding each other's workforces to spot opportunities where you can provide cross-regional support, enabling you to make efficiency and cost saving recommendations
- Provide ad hoc data analysis and reporting at the request of The Workforce Planning Senior Leadership Team and Operations

**Requirements**:
**SKILLS AND CORE COMPETENCIES**

**Required**
- A confident presenter in both written and verbal communications, able to articulate complex projects and ideas into simple, concise language.
- An innovative thinker; always strives to improve and better service delivery, including searching out the market and identifying the best practices and new techniques to enhance and accelerate our workforce planning capabilities
- A One Team Mindset; To collaborate with other teammates that contribute to workforce planning and rota activities ensuring that they support the timely delivery of schedules and initiate all required changes day to day to support strong SLAs and business performance
-