A bit more about the Opportunity:
You will build rotas ensuring adequate cover for each team as per Client requirements (or create forecast in line with Volume and AHT/SLA agreements). You will also forecast overtime requirements to ensure the company meets expected targets regarding hours allocation. You will plan and book time off the phones for coaching and training ensuring the call centre meets all client SLA's. You will implement & arrange any shift swaps for staff and update rotas accordingly.
You will provide accurate management information on shrinkage within the call centre. You will also monitor call flows and inform Business on FTE requirements. You will provide daily/weekly/monthly MI to the Business to show staff utilisation and to inform payroll, as well as streamline the process for capturing information to ensure accurate MI.
You will work very closely with other departments to ensure the awareness of the importance of Resource Planning is to a high standard. You will carry out strategic capacity planning tasks e.g. Mid-long-term planning, shrinkage analysis, recruitment forecasting & 'what-if' scenarios.
What amazing People will bring to the role:
You have previous experience of resource planning in a call centre environment with great attention to detail. You have excellent PC skills and can work greatly towards meeting steep deadlines. You have excellent data manipulation skills using Excel and other IT packages. You have great communication skills, both written and oral, as well as excellent interpersonal skills.
You can handle a great deal of pressure and can demonstrate flexibility and adaptability in a complex, multiple entity, constantly changing environment. You demonstrate a great sense of resilience and agility in a working environment characterized by constantly changing technological developments.
Requirements:
Proven experience in short to long-range forecasting, strategic planning, or a similar analytical role
Matric/Grade 12 or Equivalent
Relevant tertiary qualification such as Business Analytics
BPO experience within an international BPO (essential)
You have 2 years existing planning experience
Previous experience in a Resource Planning role, including maintenance of Cap Plans and short-range planning packs
Solid experience working on IEX (advantageous)
Clear IR
Location: Retreat, Cape Town
Who are the Sigma Family?
At Sigma, we are different and recognized in May 2023 by the Sunday Times as one of the best places to work. Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People. This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several industries.
What being a part of the Sigma Family means for you!
Career development and opportunities to apply for internal promotions following your probationary period.
Monthly, Quarterly and Annual awards with marvelous prizes.
Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.
Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.
Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.
Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.
Join communities and collaborate with your colleagues on our internal Social Media platform.
The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.
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