Call Centre Resource Planner

**Job Purpose**

Determine resource and space requirements for all teams dealing within the Contact Centre ensuring that shifts are aligned to customer demand and commercially viable, meeting service standards & excellent service.

**Principal Accountabilities**

Accurately prepare forecasts and budgets for call and non-call workloads and resource, monitoring drivers against business change and developing models to improve accuracy.

To constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Contact Centre teams and maximising agent satisfaction by providing flexible options.

To make recruitment recommendations and identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios using simulation software, capacity, and sensitivity analysis.

To identify and pro-actively manage changes to the shift patterns

To deliver improved customer service, working as team with Operations, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.

Track, analyze and report call center and agent performance

Analyze and report historical data/trends and develop forecast models (short-term & long-term)

Conduct daily and weekly staffing review meetings with supervisors and management and intra-day analysis detailing previous, current, and following weeks performance

To be aware of and record business, resource, and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.

Work with Training and Operations to coordinate multi-skill training for existing agents o Analysis of real-time workload requirements and call routing to manage performance
- Recognize and recommend operational and support improvements
- Coordinate departmental staffing and scheduling needs including all training, meetings, and miscellaneous events that could affect service levels

To monitor recruitment and liaise with Human Resources to make advanced plans for required shift changes to optimise delivery of resource and skills, identifying when new groups and Team Leaders are required

To work closely with the Contact Centre Manager and Resource teams, monitoring performance and trends and providing consultative support to the team.

Provide accurate reporting to support the payroll process, incentive programs, attendance program and real-time schedule adherence

Manage proactive approval and denial of discretionary activities such as undertime, vacations, training, meetings, and offline work

To deliver effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors, and clearly stating all assumptions applied.

To actively manage and develop the Workforce Management tool, owning the relationship with the supplier and participating in User Groups to identify and implement new ideas of best practice.

To prepare for and attend reviews and appraisals, taking responsibility for self-development and training.

Present a professional and favourable image of MSC Cruises at all times.

**Job Specific Capabilities and Experience**:
**Experience**

Essential: Matric

Diploma in business administration or resource management

Strong experience in team management and effective resource planning

Minimum four years of work experience as in a Call Centre environment

Expert skills in utilising Workforce Management tools (5 years)

Expert skills in Excel for modelling and scenario planning within Contact Centres

Desired: Bachelor of Commerce in Business Management/Administration

Technical Skills:
Workforce planning platform

Proficient in Microsoft Excel, Microsoft word, Microsoft Power-point

**Key Skills and Competencies**

Flexibility to work in various shifts

Knowledge about US culture desirable

Knowledge on quality procedures

Empathetic and Emotionally Intelligent

Strong Process Knowledge

Understanding of end-to-end processes and appreciation of critical parameters

Effective coaching and good communication skills

Time management and strong analytical skills

Meticulous attention to detail

Strong Business Acumen

Knowledge of MS Office Suite

Self-initiated, drive and zeal for continuous improvement

**Person Profile**

Self
- motivated and disciplined

Ability to work under pressure

Ability t communicate at all levels

Proven verbal, written and telephonic skills

Organised and methodical

Team player

High degree of flexibility

Culturally aware

Resilient and pro-active

**Job Context**

International travel may be required.

Required to work night shift.

Required to on public holidays.