Resource Planner

Listing reference: track_001069
Listing status: Under Review
Apply by: 24 July 2023
Position summary
Industry: IT & Internet
Job category: Administration
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Tracker requires the services of a Resource Planner in the Customer Experience Operations Department situated at the head office based in Johannesburg. The Resource Planner 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.
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 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 reports from WFM and related information, as required

Minimum requirements

  • Matric
  • Certification or equivalent in telephony administration
  • Diploma or Degree in IT or similar field advantageous
  • Minimum 3 years working experience with WFM (Workforce Management), including forecasting, scheduling, tracking, optimization, monitoring and reporting.
  • Experience in a leadership role
  • Minimum 5 years’ experience in call centers
  • Produce written documents in English.
  • MS Office Tools (Word, Excel, PowerPoint)
  • Excellent problem-solving ability
  • Excellent time management and attention to detail
Medical Aid, Provident Fund
Should you not hear from us within 4 weeks, please consider your application unsuccessful.

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