Workforce Management

**Overview**:
The WFM Planner / Resource Planner will be responsible for forecasting, scheduling, and optimizing staffing to ensure operational efficiency and the achievement of service level agreements (SLAs). This role requires expertise in workforce management tools, collaboration with key stakeholders, and the ability to analyze large datasets to produce actionable insights.

The Planner plays a pivotal role in balancing operational demands with employee satisfaction, ensuring that both client and business objectives are met.

**Key Responsibilities**:

- **Forecasting & Resource Planning**_
- Develop accurate long-term, medium-term, and intraday forecasts using historical data and predictive modeling techniques.
- Collaborate with stakeholders to ensure accurate projections based on new client requirements, campaigns, or seasonality.
- Maintain accurate capacity plans to ensure the alignment of resources with operational requirements.
- **Schedule Management**_
- Create and maintain schedules that meet service level goals while ensuring efficient resource utilization.
- Adjust schedules proactively to accommodate real-time changes, such as unforeseen call volume spikes or agent absences.
- Ensure proper management of breaks, leaves, and training schedules, minimizing disruption to operations.
- **Real-Time Monitoring & Intraday Adjustments**_
- Monitor service levels and queue performance in real time to identify and address potential issues promptly.
- Communicate with Operations to manage and resolve intraday challenges, such as absenteeism or adherence issues.
- Suggest overtime, additional staffing, or other interventions to mitigate SLA risks.
- **Data Analysis & Reporting**_
- Analyze workforce data to identify trends, deviations, and inefficiencies.
- Produce detailed reports on resource performance, adherence, and capacity utilization.
- Present actionable insights to management for decision-making and operational improvements.
- **Process Improvement**_
- Identify opportunities for process optimization within workforce planning and scheduling activities.
- Propose innovative solutions to address resource challenges and improve overall efficiency.
- Contribute to the continuous enhancement of workforce management tools and processes.
- **Collaboration**_
- Build strong relationships with Operations, Client Teams, and HR to align resource planning with business goals.
- Act as the main point of contact for all scheduling and resource-related queries from internal and external stakeholders.
- Assist in developing and delivering training for new workforce management tools or methodologies.

**Key Performance Areas (KPAs)**:

- **Forecast Accuracy**: Achieve at least 90% forecast accuracy across all channels.
- **Service Level Achievement**: Consistently maintain service levels as agreed with clients.
- **Schedule Efficiency**: Optimize staffing schedules to minimize overstaffing and understaffing.
- **Data-Driven Decisions**: Deliver timely and actionable insights to improve performance and reduce costs.
- **Stakeholder Satisfaction**: Foster effective communication and collaboration with stakeholders.

**Competencies Required**:

- **Technical Competencies**_
- Proficiency in workforce management tools (e.g., IEX Totalview, Verint, Alvaria, Genesys).
- Intermediate to advanced proficiency in MS Excel, including the ability to create models, analyze trends, and present data effectively.
- Familiarity with MS PowerPoint and report preparation.
- **Behavioral Competencies**_
- Strong problem-solving and analytical thinking skills to address complex challenges.
- Excellent time management, with the ability to handle multiple priorities under tight deadlines.
- Adaptability and resilience in a fast-paced, dynamic environment.
- Clear and effective communication skills, both written and verbal.
- Team player with a focus on building positive relationships and collaboration.

**Qualifications & Experience**:

- **Experience**:_
- Minimum 2-3 years of experience in Workforce Management, preferably in a BPO environment.
- Prior experience in a customer service environment, with a focus on resource planning.
- **Education**:_
- Matric Certificate or equivalent (required).
- Additional certifications in Workforce Management tools or techniques (preferred).
- **Other Skills**:_
- Experience working in a multi-site, multi-channel contact center environment.
- Familiarity with workforce planning for global accounts or clients.

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

**Experience**:

- Workforce: 1 year (preferred)