Resource Planner

2 days ago

Randburg, Gauteng, South Africa Tracker Connect Full time R400 000 - R800 000 per year

Position Summary
Industry:
IT & Internet

Job category:
Customer Service

Location:
Randburg

Contract:
Permanent

Remuneration:
Market Related

EE position:
Yes

Introduction
The Resource Planner will be responsible for daily Alvaria WFM updates and administration, intraday processes, agent scheduling, call /staffing, results forecasting to drive and maintain Service Level objectives and maximise efficiency and occupancy within the Tracker Contact Centres.

Job Description

  • Accurately forecast staffing requirements
  • Creation of agent schedules that optimise business needs and resources
  • Schedule Optimisation when required, based on business and operational requirements
  • Real-time Adherence Monitoring
  • Intra-Day tracking and adjustments to improve intra-day staffing level predictions
  • Optimize meetings, training and other off-phone activity requests
  • Maximize occupancy and minimize over and under resource utilization
  • Completion of Aspect WFM administrative tasks as may be requested by the assigned business units and the reporting manager
  • Analysis and interpretation of Data
  • Pro-active management of changes ensuring effective shift patterns
  • Effective communication and recommendations based on real-time and historical data
  • Frequently visit assigned business areas and hold forecasting and shrinkage meetings as agreed with your reporting manager
  • Assist the Customer Service Business areas through on-going training and support and the revision and enhancement of existing processes where necessary
  • Compilation of reports from WFM and related information, as required

Minimum Requirements

  • Matric
  • Certification or equivalent in Telephony Administration or Customer Service
  • Diploma or Degree in IT or similar field advantageous
  • Minimum 2 year working experience with WFM (Workforce Management), including forecasting, scheduling, tracking, optimization, monitoring and reporting
  • 1 year experience in a leadership role
  • Minimum 3 years' experience in call centers
  • Experience in the Tracker contact centre environment advantageous
  • Omni-channel experience advantageous
  • Produce written documents in English
  • MS Office Tools (Word, Excel, PowerPoint)

Required Competencies

  • Results driven/Goal orientated
  • Able to work under pressure
  • Able to work independently and as part of a team
  • Pro-active approach to work
  • Excellent problem-solving ability
  • Excellent time management and attention to detail
  • Confident and assertive
  • Analytical
  • Intuitive

Should you not hear from us within 4 weeks, please consider your application unsuccessful.

Benefits
Medical Aid, Provident Fund

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