Resource Optimization and Strategy Analyst

4 weeks ago

Durban, South Africa Custom Connect Full time

**Function overview**:
As an Outsource Contact Centre Planner, your primary responsibility will be to ensure optimal resource utilization and operational efficiency within our contact centre. You will focus on developing staffing schedules, implementing workforce management strategies, analyzing performance metrics, and collaborating with key stakeholders to meet service level objectives and drive performance excellence. Meticulous attention to detail, stakeholder management, and organizational skills are essential for success in this role.
- Proven experience in workforce planning or contact center operations 12 months, preferably in an outsourced environment.
- Proficiency in workforce management software and scheduling tools.
- Strong analytical skills and the ability to interpret data and make data-driven decisions.
- Excellent communication and interpersonal skills to collaborate effectively with stakeholders across all levels.
- Detail-oriented and organized, with the ability to manage multiple tasks and priorities in a fast-paced environment.
- Flexibility to adapt to changing business needs and work non-traditional hours when required.

**Key responsibilities: Dialler System Administration**:

- ** Staffing schedule development**: Develop short-term and long-term staffing schedules that align with forecasted demand, ensuring adequate coverage across all contact channels and shifts while supporting operational needs and employee work-life balance.
- ** Workforce management**: Analyze staffing requirements, making real-time adjustments as needed to optimize resource allocation and maintain service level targets.
- **Capacity planning**: Contribute to capacity planning by forecasting future staffing needs, identifying potential gaps or surpluses, and recommending adjustments to meet business objectives.
- **Performance analysis**: Analyze key performance metrics such as service levels, average handle time (AHT), and agent productivity. Leverage this data to optimeze workforce planning strategies and identify opportunities for operational improvement.
- ** Collaboration and stakeholder management**: Work closely with Service Delivery Managers, Team Leaders, HR, external teams, and clients to ensure workforce planning aligns with business goals and client expectations. Maintain regular contact with key stakeholders, facilitating planning meetings, communicating staffing needs, and addressing operational concerns.
- ** Continuous improvement**: Participate in process improvement initiatives aimed at enhancing workforce planning processes and driving operational excellence. Collaborate on new strategies to increase efficiency and optimize resource use.

**Administration and Documentation**:
Oversee administrative duties related to workforce planning, such as managing agent lists, updating user accounts, and maintaining planning documents (e.g., agent movement trackers, scheduling reports). Ensure the accuracy of all planning documentation and conduct handover meetings to facilitate smooth transitions between planning cycles. Work closely with IT, CRM service providers, and campaign management teams to improve dialler systems with other technologies. Collaborate with stakeholders to optimize dialling strategies, including list management and pacing controls. Participate in cross-functional projects to enhance overall system functionality and user experience.
- Why Join Us? If you're passionate about driving operational efficiency through effective workforce planning, this is your opportunity to make a real impact. As a Workforce Planner, you will play a crucial role in optimizing staffing strategies and contributing to the overall success of our contact center. Join us and be a part of a team that values innovation, collaboration, and continuous improvement.._

TO APPLY: Please click on the link below to apply.

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