Resource Planner
at Tracker South Africa
Randburg, Gauteng, South Africa -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 25 Jan, 2025 | Not Specified | 26 Oct, 2024 | 3 year(s) or above | Working Experience,English,Workforce Management,Powerpoint,Optimization,Reporting,Excel,Customer Service,Forecasting,Scheduling,It | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
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)
Responsibilities:
Please refer the Job description for details
REQUIREMENT SUMMARY
Min:3.0Max:8.0 year(s)
Other Industry
HR / Administration / IR
Other
Diploma
IT
Proficient
1
Randburg, Gauteng, South Africa