Workforce Planner

**Business Unit**:Discovery Health**Function**:Workforce Planning & Management**Date**:23 Aug 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 15 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.**Job Purpose**
- To Plan for front 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, AVAYA 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 & analyzing data that will add value to the respective environments
- Maintaining and establishing relationships with key role players The position is is responsible for creating a catalog of calculations, definitions and consolidated dashboards.
- Analyzing and presenting on key processes within the front and back office environments.

**Personal Attributes and Skills**

**Technical skills**:

- Avaya Reporting System
- Computer Literacy - All Microsoft products
- Forecasting, Scheduling

**Behavioral skills**:

- Process improvement skills Manages Complexity; Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems
- Balances Stakeholders; Anticipating and balancing the needs of multiple stakeholders.
- Resourcefulness; Securing and deploying resources effectively and efficiently.
- Directs work; providing direction, delegating, and removing obstacles to get work done.
- Organisational Savvy; Manoeuvring comfortably through complex policy, process, and people-related organizational dynamics.
- Persuades; Using compelling arguments to gain the support and commitment of others.
- Being resilient; rebounding from setbacks and adversity when facing difficult situations.
- Nimble learning; actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

**Qualification Requirement**
- Matric / Grade 12 is essential
- Degree in Informatics / Quantitative Management / Statistics

**Advantageous**:

- Business Analysis qualification

**Experience**
- Avaya Reporting System
- Computer Literacy - All Microsoft products
- Forecasting, Scheduling
- Minimum 2 years relevant Workforce Planning, Forecasting and Telephony
- 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.