Wfm Planner

**Position Title: WFM Planner**
**Position Summary**:
**The primary responsibilities of a Workforce Management (WFM) Planner includes**:

- Management of multiple accounts/sites end to end planning
- Developing and maintaining accurate forecasting and capacity planning models to ensure
efficient and effective staffing levels
- Monitoring call center metrics to identify opportunities for improvement in staff utilization,
schedule adherence, and customer service levels
- Maintaining and adjusting employee schedules to ensure optimal coverage while minimizing
costs
- Providing regular reports and analysis of call center performance to management, highlighting
areas for improvement and identifying potential solutions
- Collaborating closely with call center personnel and support teams to ensure smooth
operations and seamless service delivery
communication and collaboration skills, as well as a keen attention to detail and a process-oriented mindset

**Key Deliverables**:

- Managing multiple accounts/geographies end to end capacity planning, scheduling &
rostering
- Include developing staff schedules; collecting staff performance data; and customer feedback
data, reviewing and analysing relevant data to identify problem areas, and preparing
workforce analysis reports for business to inform their policies and decision making
- Developing staffing schedules on WFM SUITEs and shift bids based on call volume and
occupancy analysis, customer service level requirements, and budget guidelines
- Monitoring service level and operational metrics, while making adjustments to staffing and
forecasting models whenever necessary
- Identifying ways to constantly drive efficiencies and process improvements across the
accounts/sites to enhance customer service, drive down costs, and meet or exceed revenue targets.

**Requirement**:

- Matric (Minimum)
- Excellent communication skills
- A minimum of 1 year experience of working as a WFM Planner in a Contact Center Environment
- Proficiency in MS Office
- Advance Excel knowledge (Added benefit)
- Knowledge of a WFM SUITE & a minimum of 6 months experience of working on the tool is a must
- Management of multiple clients/accounts is an added benefit
- Management of multiple time zones is an added benefit
- Clear credit and criminal records

**Job Type**: Permanent

**Experience**:

- WFM: 2 years (required)

Ability to Commute:

- Randburg, Gauteng 2194 (required)

Ability to Relocate:

- Randburg, Gauteng 2194: Relocate before starting work (required)