Job DescriptionTo ensure that the correct number of people are scheduled at the right time to achieve and maintain a desired service level.
To drive the various operational and tactical objectives of efficiently meeting the customer service demands and improving cost effectiveness within the greater customer contact centre environment.
Manage costs / expenses within approved budget to achieve cost efficiencies.Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.Produce and allocate efficient schedules for agents and maximize agent utilization throughout the Contact Centre.Drive the various operational and tactical objectives of efficiently meeting the customer service demands and improving cost effectiveness within the greater customer contact centre environment.Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.Comply with governance in terms of legislative and audit requirements.Ensure that the correct number of people are scheduled at the right time to achieve and maintain a desired service level in the Customer Contact Centre through efficient planning and coordinating breaks, training, and meetings, call quality monitoring, coaching sessions and leave ensuring sufficient coverage is maintained across the contact centre & service levels are met.Proactively implement changes which will positively impact service level achievement and develop staffing solutions and optimise shifts to improve scheduling efficiency and customer growth.Provide root cause analysis for service levels not being met (daily, weekly and monthly).Manage own development to increase own competencies.Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.Educate Team Leaders in the correct use of Workforce Management System and ensure that relevant procedures are followed.Additional Requirements Qualifications and ExperienceRelevant Degree or Diploma.2 + years' experience in the contact center industry.Highly numerate – Maths to Metric – Standard & higher Grade.Exposure to WFM system would be advantageous. Experience in working with and understanding contact center schedules, rosters and adherence information will be advantageous.Knowledge of Contact Centre workforce management systems will be advantageous.Assess the impacts of absenteeism to minimize downtime and loss of clients and business growth.Job DetailsApplication Closing Date: 25/08/24
All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
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