Workforce Planner

**Introduction**

Metropolitan is one of the oldest financial services brands in South Africa. With a 116-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.

**Role Purpose**

Responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts and providing leadership with risk mitigation plans. Gather, analyse and interpret data from various sources, extract insights in a clear, precise and actionable manner, using easily understandable representations of data for both technical and non-technical audiences.

**Requirements**:

- 3-year Degree in Mathematics, Statistics or Operations Management (Essential)
- 2-5 years experience as a Workforce planner or related field, gained in a Client Services Environment
- (Essential)
- MS Office proficiency and Advanced Excel (Essential)
- Experience in data analysis and visualization tools (SQL, Qikview, PowerBI, etc) (Advantageous)

**Duties & Responsibilities**
- Handling daily or real time service management and call flow
- Forecasting the Call Centre's workloads and trends, including analysis on historical data
- Analyzing current forecast, analyzing, and comparing results with actual workflow
- Assisting managers with daily, weekly, and monthly reports
- Create and accurately maintain agent shift schedules on the WFM Tool, ensuring that shifts are optimally planned to meet the sites forecast requirements and SLA’s (Service Level Agreements)
- Monitoring actual staffing levels against plan and taking the relevant corrective actions as shift changes to improve service levels. Effectively plan non-productive activities
- Monitor adherence, AHT (Average Handling Time), AUX (non-productive time limits) and Agent productivity, and escalate any areas of improvement.
- Connect and network with all relevant stakeholders, including but not limited to Management, Quality assurance and Training teams.
- Support Management by maintaining accurate records of planned and required headcount week over week. Keeps track of skill wise movements and Attrition to support Management in making decisions about internal movements/Job postings and Hiring plan.
- Responsible for Automating and maintaining reports to be used in reporting on service level misses and produce corrective action plans.
- Develop self-service solutions for Workforce’s primary stakeholders to reduce administrative overhead and increase time for value-adding activities, making the whole team more scalable and fit for future challenges.
- Provide sound advice and effective communication with stakeholders, should have interest and ability to work on cross-departmental process-improvement initiatives and projects.

**Competencies**
- Verbal and written communication
- Interpersonal skills
- Analytical skills
- Report writing
- Problem solving
- Excellent planning skills
- Attention to detail
- Self-management and results-driven behaviour with high levels of accuracy