Manager Bssa Specialist Planner

2 weeks ago

Johannesburg, South Africa Absa Bank Limited Full time

Empowering Africa’s tomorrow, together one story at a time.
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary

To manage the planning against trends and business cycles for all types of customer interactions (omni-channel/multi-channel). Provide specialist advice and support to ensure that, based on robust capacity planning input, the right colleague capacity with the right skills is forecasted, available and appropriately assigned to accommodate for, voice and non-voice customer requests, and to deliver a consistent customer experience and management of colleague performance.

The Workforce Planner is required to adhere to the Labour legislation that informs of the workload planning requirements. Responsible for the operational productivity of the customer channel/channels by planning the workload metrics.

Provides direct input into the optimising of resources i.e., staff and systems to achieve optimum channel productivity transformation targets in the most cost-effective way.

Plans the workload against trends and business cycles over the short/medium and long term and schedule against forecast in the short and medium terms.

**Job Description**:
Key accountabilities

Accountability: Workforce Capacity Planning- Identify, gather, and analyse data using statistical techniques and make the resulting insights accessible to stakeholders through easy-to-understand graphs, charts, tables and reports, enabling decision makers to take important decisions based on various facts and trends.- Interpret and analyse historical and real-time workload data to a granular level, per half-hour intraday intervals and consider external factors that might affect the workload.- Prepare forecasts to determine forward-looking business requirements in terms of the required headcount and workforce scheduling to drive operational efficiency.- Optimise work schedules, identify critical jobs, determine when to reassign colleagues, calculate the cost of labour and make recommendations on tasks/jobs that need to change to adapt to changing circumstances.- Ensure adherence to plans, monitor colleague activity/productivity and make improvement suggestions- Works with VSE Contact Centre management to ensure adequate colleague cover, contingency plans and workflow monitoring.- Track colleague performance statistics against agreed SLA’s and performance standards and make recommendations to improve colleague performance.- Maintain staffing and headcount records and develop hiring plans for long-/short-term planning.- Maintain detailed records of call/skill set statistics and customer request patterns to maximize forecasting accuracy capability, ensuring cost effective labour utilisation- Transform business requirements into workable schedules that comply with the Bank’s Policies and Labour Legislation.- Add value to customers by delivering operational efficiency recommendations that will improve business operations.- Monitor data quality, remove corrupt data and related problems.- Work with programmers, engineers, and management to identify process improvement opportunities, propose system modifications, and devise data governance strategies.- Produce campaign and project scenario plans according to relevant business requirement documents.- Stay up to date with all Workforce best practice standards in the Workforce Management Industry.

Accountability: Stakeholder Engagement and Performance Planning- Contribute to the development of standard operating procedures (SOPs) for workforce planning- Plan, organize and complete tasks and activities in alignment with performance objectives.- Define priorities and maintain an orderly workflow.- Coordinate work predominantly with electronic information and communication technologies in order to accomplish tasks.- Embrace change initiatives and positively contribute to the success thereof.- Record and report on transactional activities to provide timely and accurate information.- Owning and being proactive about own training and development by participating in all scheduled training and multiskilling opportunities as well as coaching sessions.- Share continuous improvement ideas with team members and managers and follow up on the implementation of accepted ideas.

Accountability: Adherence to risk and governance- Strictly adhere to all risk and governance policies, standards and procedures and escalate associated risks.- Comply with Risk and Control activities and adherences.- Comply with all Human Resources policies and procedures.- Understand and accept responsibility for all system access granted in line with all Fraud Risk Management Policies.- Complete all compliance training within prescribed timelines.

Education

Bachelor's Degree: Economics, Bachel

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