Resource Planner

at  Tracker South Africa

POSITION SUMMARY

Industry: IT & Internet
Job category: Customer Service
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes

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 1 year working experience with WFM (Workforce Management), including forecasting, scheduling, tracking, optimization, monitoring and reporting
• Experience in a leadership role
• Minimum 3 years’ experience in call centers
• Experience in the Tracker contact centre environment preferred
• Produce written documents in English
• MS Office Tools (Word, Excel, PowerPoint)

Please refer the Job description for details