Real Time Planner
4 weeks ago
**Purpose of the job**:
To provide planning support for the relevant campaigns within the Workforce Management team in order to ensure the efficiency of the respective campaigns.
**Minimum Qualifications and Experience**:
- Matric
- 1-2 years experience in workforce management
- 1-2 years experience in a BPO/Contact Centre environment
- 1-2 years experience in a planning role
**Responsibilities**:
- Assist with the management and support of the workforce management methodology for relevant campaigns
- Forecast staffing requirements accurately and advise manager of any potential problems and suggest reasonable solutions taking into consideration both internal and external customer requirements
- Provides management and staff with effective, functional schedules in a timeous manner.
- Develop and maintain standards and procedures regarding use and maintenance of the WFM system
- Provide daily, weekly and monthly reports to the team leaders and managers where appropriate.
- Administer the workforce management system according to the laid down policies and procedures.
- Report and escalate workforce management system problems.
- Compose/Download reports from the workforce management system as per business requirements.
- Administer backups on all workforce management system. (E.G. team lists, work plans, rotations etc)
- Perform Real Time Monitoring and Analysis support for the relevant campaigns
- Compose and type correspondence, presentations, reports etc.
- Anticipate and prepare material and agenda needed by the manager for conferences, correspondences, appointments, meetings etc. and inform him/her of matters to be considered. Relieve management of administrative detail, all projects
- Take initiative in manager’s absence
- Maintain procedures manual (verbally agreed procedures) to ensure consistent performance of routines
- Assure confidentiality with sensitive information.
**Job Types**: Full-time, Permanent
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