Takealot Customer Service

4 weeks ago

Cape Town, South Africa takealot.com Full time

We are a young, dynamic, hyper growth company looking for smart, creative, hard
- working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won't be bored as long as you are prepared for a challenge and want to build something great

**This position reports in to the Customer Service Operations Manager.**

**Your Responsibilities will include**:

- The production of monthly, weekly and daily variations to the long range forecasting model with intraday contact volume forecasts by skills groups based on Historical contact patterns, shrinkages and handle times.
- Develop the available forecasting tools to develop projected future contact volumes for intra-day, daily, weekly and monthly periods.
- Schedule adherence for the front-line as well as schedule and overtime forecasting based on lead flow and call arrival patterns.
- Project the staffing required establish service levels within the reporting periods.
- Forecast mid-term and intraday contact volumes and staffing needs for use in budgeting and for scheduling purposes - utilising existing resource (staff and overtime where applicable) to optimise the service whilst achieving long term forecast objectives.
- Reconcile variances from original plans and maintain a view of actual against forecast projections
- In consultation with the Head of CS and management team develop an annual workforce planning strategy aligned to forecasts
- Analyse contact volumes and patterns within reporting periods, and report forecasts and actual performance for sites and /or contact handling groups, and maintain other information needed for accurate forecasting.
- Generate MI reports on forecasting trends and produce impact analysis reports on marketing demands, known seasonal peaks and the variation to long term planning.
- Work with marketing to ensure any campaign/promotional material is included within the forecasts along with ad-hoc variations to plan including forecast or campaign activity.
- Prepare and analyse schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements and other constraints.
- Ensure schedules are made accessible 8 weeks ahead by skill group by site based on actual data including all planned shrinkage (booked holidays, sickness, trainings and breaks)
- Continually monitor and review plans and make appropriate adjustments in the event of changes and unforeseen circumstances
- Have a detailed knowledge of the scheduling contracts within the contact centre, thereby ensuring work regulations are met.
- Review systems and methods to continually improve plans so that the organisation can better anticipate customer needs

**Attributes Required**:

- Demonstrates strong analytical skills, with emphasis on forecasting.
- Intermediate knowledge of call centre management and all related calculations
- Intermediate knowledge of various forecasting and scheduling software
- Strong organizational skills
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Ability to communicate call centre data/forecasts to all levels of employees in an understandable fashion
- Ability to work independently with mínimal supervision
- Skills in complex problem solving, judgment, critical thinking and decision making.
- Ability to be highly organized with an emphasis on accuracy and timeliness.
- Ability to organize information and have attention to detail and accurately follow procedures.
- Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
- Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.
- Ability to sit the entire work day viewing a computer monitor.
- Ability to work occasionally evenings and weekends to meet deadlines.
- Ability to liaise with internal stakeholders and obtain appropriate information and data in order to prepare schedules, plans and forecasts
- Ability to support meetings supplying relevant data, provide updates on plans and highlight concerns relating to actual or potential issues
- Ability to escalate any issues to Manager or others in the organization particularly when there is risk which could prevent the organization meeting customer demands or where there are over capacity concerns

**Qualifications and Experience**:

- 4-years of experience in Capacity Planning, preferably in contact centers with at least 150 employees.
- Matric or NQF equivalent
- Some college desired with mathematical or statistical course work
- Minimum of one (1) year of WFM experience in a multi-channel call center environment
- Minimum of one (1) years of experience in trend analysis

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