Resource Planner

Listing reference: track_001296
Listing status: Online
Apply by: 1 November 2024

Position summary

Industry: IT & Internet
Job category: Customer Service
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes

Introduction

The Resource Planner will be responsible for daily Alvaria WFM updates and administration, intraday processes, agent scheduling, and call staffing and results forecasting to drive and maintain Service Level objectives and maximise efficiency and occupancy within the Tracker Contact Centres.

Job description

- Accurately forecast staffing requirements
- Creation of agent schedules that optimise business needs and resources
- Schedule Optimisation when required, based on business and operational requirements
- Real-time Adherence Monitoring
- Intra-Day tracking and adjustments to improve intra-day staffing level predictions
- Optimize meetings, training and other off-phone activity requests
- Maximize occupancy and minimize over and under resource utilization
- Completion of Aspect WFM administrative tasks as may be requested by the assigned business units and the reporting manager
- Analysis and interpretation of Data
- Pro-active management of changes ensuring effective shift patterns
- Effective communication and recommendations based on real-time and historical data
- Frequently visit assigned business areas and hold forecasting and shrinkage meetings as agreed with your reporting manager
- Assist the Customer Service Business areas through on-going training and support and the revision and enhancement of existing processes where necessary
- Compilation of reports from WFM and related information, as required

Minimum requirements

- Matric
- Certification or equivalent in Telephony Administration or Customer Service
- Diploma or Degree in IT or similar field advantageous
- Minimum 1 year working experience with WFM (Workforce Management), including forecasting, scheduling, tracking, optimization, monitoring and reporting
- Experience in a leadership role
- Minimum 3 years’ experience in call centers
- Experience in the Tracker contact centre environment preferred
- Produce written documents in English
- MS Office Tools (Word, Excel, Power Point)

Required Competencies:

- Results driven/Goal orientated
- Able to work under pressure
- Able to work independently and as part of a team
- Pro-active approach to work
- Excellent problem-solving ability
- Excellent time management and attention to detail
- Confident and assertive
- Analytical
- Intuitive

Should you not hear from us within 4 weeks, please consider your application unsuccessful.

Benefits

Medical Aid, Provident Fund