Workforce Planner

**Business Unit**:Discovery Health**Function**:Workforce Planning & Management**Date**:9 Mar 2024**Discovery Health - The Service Lab**

**Workforce Planner**

**About Discovery**
- Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.**About the Service Lab**
- The Service Lab consists of 14 unique functions that serve to centralise and departmentalise various functions throughout Discovery. Our department's Vision is to be recognised as the thought leader to all areas of Discovery developing and driving best practice. The culture within the department is one of constant learning, knowledge sharing, change and innovation.**About Workforce Management**
- The Workforce Management team serve collectively to support the operational areas through effective planning and real-time support on the floor in the pursuit of reaching the set Service Level Agreements as well as providing critical data analysis to Business in order to assist with informed decision making. Given the real-time nature, the pace is fast with significant impact on SLA’s, stakeholders, technical support teams and ultimately the clients, our team understands the importance of making deadlines no matter the how tight they might be but also to uphold the highest level of quality. We are a dynamic and diverse team driven by the work that we do understanding the impact that it has on the broader business as well as our clients, we constantly seek to innovate, to expand our knowledge and adapt to the constant changing environment.**Job Purpose**
- To Plan for front office and back-office call centres within the Discovery PTY for the following communities: Internal call centres. Also, to analyse, “mine” data, interpret and report as well as present the data to drive business strategy and ensure Service level agreements are met.**Areas of responsibility may include but not limited to**
- Effective forecasting of workload and Average Handle Time utilizing the analysed historical data collated within the Workforce Management Tool.
- Meeting daily targets
- Effectively scheduling staff to the forecasted workload volume and meeting the required Service Level as per the business strategy, Real time schedule adherence.
- Analysis of all forecasts and schedules to identify effective staffing, utilization of staff and general concerns to the day-to-day operation of the call centre/operations environment. Real Time Management assistance to the Call Centre Environments to meet the required Service Levels - effective utilization of CCPulse and Genesys WFM
- Day to Day maintenance of the Workforce Management Tool for effective forecasting, scheduling, and reporting.
- Compiling statistical reports as well as gathering & analysing data that will add value to the respective environments.
- Maintaining and establishing relationships with key role players the position is responsible for creating a catalog of calculations, definitions, and consolidated dashboards.
- Analysing and presenting on key processes within the front and back-office environments.

**Behavioural Attributes and Skills**
- Analytical and thinking
- Technical ability
- Problem solving
- Organising
- Conflict handling

**Qualification & Experience**
- Matric with pure mathematics
- Minimum 2 years relevant Workforce Planning, Forecasting and TelephonyTelephony systems (Genesys and Avaya)
- Avaya Reporting System
- Computer Literacy - All Microsoft products
- Forecasting, Scheduling

**Advantageous Experiences**
- Completed tertiary qualification at NQF 7 or above with 2nd year level statistics or mathematics
- Completed qualification in Lean Six Sigma
- Undergrad qualification in Data Science
- EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.