Resource Planner - Job Details

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Job in 'Customer Service' discipline and 'Call Centre' category


Advertised Details
Job title: Resource Planner
Reference code: CUST10092
Job category: Call Centre
Position status: Vacant
Min Salary (p/m): Market related
Position type: Permanent
Max Salary (p/m): Market related
City: Randburg
Description
Tracker is looking for a Resource Planner who will be responsible for daily Aspect WFM updates and administration, intraday processes, agent scheduling and call\staffing and results forecasting in an effort to drive and maintain Service Level objectives and maximise efficiency and occupancy within the Customer Service Call Centre.

Roles and Responsibilities:

• 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 activities
• Maximize occupancy and minimize over and under resource utilization
• Completion of Aspect WFM administrative tasks
• 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
• Assist the Customer Service Business areas through on-going training and support and the revision and enhancement of existing processes where necessary
• Compilation of monthly performance reports
Skills Required
Qualifications

• Matric
• Tertiary Education (Advantageous)
Minimum 4 years’ successful experience in call centers
• Minimum 2 years’ experience in a lead ship role
• Produce written documents in English
• MS Office Tools (Word, Excel, Project, PowerPoint, and Visio)
• CDS, TCRM, TIBCO, TIS, Willow
• Aspect Work Force Management: Forecasting
• Aspect Work Force Management: Scheduling
• Aspect Work Force Management: Tracking & Monitoring
• Aspect Work Force Management: Reporting
• Aspect Work Force Management: Empower & Optimisation
• Results driven/Goal orientated
• Able to work under pressure
• Able to work independently and as part of a team
• Pro-active approach to their work
• Excellent problem solving ability
• Excellent time management and attention to detail
• Confident and assertive
• Analytical
• Intuitive
Additional
Benefits:

Medical Aid & Provident Fund

Please note this position is being re-advertised, if you not contacted within 4 weeks consider your application unsuccessful.

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