Workforce Management Scheduler
3 days ago
**JOB PURPOSE**
This position is responsible for developing Agent Shift schedules and monitoring of adherence to the actual plan.
**KEY PERFORMANCE AREAS**
**1. Workforce Planning**
- Completes Agents schedules within agreed timeframes and in line with call volume, Average Handling Time and shrinkage forecasts
- Administration of extra-time as governed by scheduling process
- Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime.
**2. Monitoring**
- Checks staff coverage and reporting staff shortfalls to operations
- Monitors absenteeism trends and flags anomalies
- Briefs Operations Management on recommended service level risk mitigation plan
- Reviews performance across skill sets and revises schedules and forecasts to improve site performance
**3. Reporting and administration**
- Provides relevant Workforce Management reports as per operational requirements
- Ensures accuracy of exception capturing and real time reporting
- Reviews adherence and shrinkage reporting on a daily, weekly and monthly basis
**Knowledge**
- Matric
- Minimum 6 month experience as a Scheduler or similar position
- Knowledge of Avaya / Genesys or similar tool
- SQL / crystal or similar beneficial MS Access -intermediate
- MS Excel - advanced
**Job Types**: Full-time, Permanent
**Salary**: R180,000.00 - R200,000.00 per year
**Education**:
- High School (matric) (preferred)
**Experience**:
- Call Centre Agent Scheduling: 1 year (preferred)
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