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Workforce Coordinator

3 months ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Health**Function**:Workforce Planning & Management**Date**:8 Mar 2024**Discovery Health - The Service Lab**

**Workforce Coordinator**

**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 14 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.**About Workforce Management**
- The Workforce Management team serve collectively to support the operational areas through effective planning and real-time support on the floor in the pursuit of reaching the set Service Level Agreements as well as providing critical data analysis to Business in order to assist with informed decision making. Given the real-time nature, the pace is fast with significant impact on SLA’s, stakeholders, technical support teams and ultimately the clients, our team understands the importance of making deadlines no matter the how tight they might be but also to uphold the highest level of quality. We are a dynamic and diverse team driven by the work that we do understanding the impact that it has on the broader business as well as our clients, we constantly seek to innovate, to expand our knowledge and adapt to the constant changing environment.**Job Purpose**
- To ensure effective implementation of the workforce management strategy through real time monitoring of SLA’s, adherence to schedule, AHT, etcReporting on non - adherence and daily absenteeism. To further 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**
- 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
- 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
- Analyzing and presenting on key processes within the front office environments

**Behavioural Attributes and Skills**
- Analytical and thinking
- Technical ability
- Problem solving
- Organising
- Conflict handling

**Qualification & Experience**
- Matric/Grade 12 with pure Mathematics
- MS Office - especially EXCEL
- WFM related systems: Avaya, InVision, Supervisor Web & CCPulse
- Scheduling and Real Time Management experience

**Advantageous Experiences**
- Pre-exiting buddying experience with the WFC function
- 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.