Junior Workforce Planner

As a Junior Workforce Planner, your primary responsibility is determining and developing scheduling needs for various contact centre departments. This includes providing accurate projections across intra-day, daily, weekly, monthly, and annual time frames. You will analyse workload metrics, forecast staffing needs, and provide inputs into the forecasting and scheduling process, and act as a back-up in the regard to the Lead Workforce Panner. This role involves real-time monitoring, conducting updates, generating ad hoc reports, and ensuring optimal staffing levels to meet business demands. Additionally, you will collaborate with various departments to ensure efficient scheduling and smooth operations.

**Daily activities**:

- Conformance to the Basic Conditions of Employment Act (BCEA) and Labour Act (LoA) in respect of schedules
- Assist in preparing and producing all inputs and levers to inform workload forecasts including respective sign-offs
- Compile and publish agent schedules within agreed timeframes after approval from Call Centre Management
- Engage with Operations to present proposed schedules and obtain signoff, ensuring all operational requirements are met
- Maintain and manage cumulative reporting functionality on a daily, weekly, and monthly for stakeholders
- Continuously maintain the integrity and accuracy of the data reported through all verification methods
- Review and track various contact centre metrics e.g. Daily Staffing, Heat Maps and Hotspots of all inbound lines and provide recommendations
- Present optimised scheduling recommendations in support of service and performance achievements
- Schedule and track offline activities in line with WFM procedures
- Assist in ensuring that all ad-hoc team work is effectively completed timeously
- Maintain the daily Issue Log
- Assist in identifying process improvement opportunities within the WFM discipline
- Gather data and compile various reports as requested
- Foster a partnership model that supports the company values

**Administration**:

- Ensure all leave transactions are captured on ESS
- Ensure all overtime is submitted to the manager timeously

**Adherence**:

- Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, and Disciplinary Policy as set out by the business

**Ad-Hoc Request**:

- Contribute to team effort by accomplishing related results as needed
- Action any other instruction from the Manager
- Assist in any ad-hoc requests from business

**Experience**:

- Minimum of 2 to 5 years’ experience in a workforce management team within a Contact Centre with dialer exposure
- Forecasting, Planning and Scheduling Skills
- Strong analytical capabilities
- Reporting analysis
- PC Literate with Microsoft Office proficiency
- Experience of tracking & reporting service performance

**Qualification**:

- Grade 12 or NQF Level 4
- Degree/Diploma or tertiary qualification in relevant field/discipline preferable
- Knowledge of statistics and experience in using statistical packages for analysing datasets (advantageous)

**Functional Knowledge and Skills**:

- Workforce planning and scheduling
- Workforce management systems knowledge
- Knowledge of BCEA and other relevant legislation
- Software: Proficient in MS Office
- Exposure to integration software i.e. Verint, Genesys, Total view, Nice in Contact, Presence, Aspect and/or Microsoft Dynamics 365, Zen Desk, Avaya, Cisco, SAP