Resource Planner

1 week ago

Cape Town, South Africa Teleperformance South Africa Full time

**Job Summary/Overview**

To provide operational forecasts and schedules to agreed standards and timescales. Working in-conjunction with other departments to ensure the correct staffing is in place to achieve the required service levels.

**Main Responsibilities (but not limited to)**
- Knowledge of forecasting techniques and resource planning tools.
- Able to quickly analyze high volumes of data, identify anomalies and rectify these issues in order to deliver accurate forecasts and schedules to the operation within the required SLA.
- Good communication and presentation skills with the ability to present findings from analysis (e.g. impact assessment) clearly and succinctly for management action.
- Good relationship building skills that can be used to understand what changes are likely in the business and use that knowledge to predict future events.

**Key Performance Areas (but not limited to)**
- Accurate Forecasting
- Effective Generation of Schedules
- Intuitively using Historic trends to ensure SLA’s are met
- Formation of innovative solutions to ensure achievement

**Competencies Required**:

- Effectiveness
- Learning Orientation
- Communication
- Flexibility
- Planning & Organising
- Problem Solving
- Experience in the administration of IEX Totalview (**Essential**)
- Notable experience in a support team, within a complex multi-site Customer Service environment providing resource planning, support involving forecasting and scheduling output.
- Proven operational experience in a relevant Customer Service organisation
- Demonstrable experience in an Aspect eWFM or similar resource management tool
- Proficient use of MS Office - Excel (**Essential**)

**This will include but is not limited to;**
- Route set configuration and management.
- Forecasting staff numbers against call volumes.
- Schedule run and staff assignments using preference and template models.
- Staff activity management using thresholds/limits
- Management of reports through all supported delivery mediums

**Qualifications and Experience**
- Ability to Forecast/Plan without system, Planning Systems (Verint, IEX, Genesys)
- Have worked in BPO within WFM Planning for 2-5 years (**preferred**)
- MS Office (Excel, PowerPoint) experience a must. Level intermediate or above
- WFM Toolkit experience is an advantage

**Job Types**: Full-time, Permanent

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