The Resource Planner will be responsible for daily Alvaria WFM updates and administration, intraday processes, agent scheduling, call/staffing, results forecasting to drive and maintain Service Level objectives and maximize efficiency and occupancy within the Tracker Contact Centres.Key Responsibilities:Accurately forecast staffing requirementsCreation of agent schedules that optimize business needs and resourcesSchedule Optimization when required, based on business and operational requirementsReal-time Adherence MonitoringIntra-Day tracking and adjustments to improve intra-day staffing level predictionsOptimize meetings, training and other off-phone activity requestsMaximize occupancy and minimize over and under resource utilizationCompletion of Aspect WFM administrative tasks as may be requested by the assigned business units and the reporting managerAnalysis and interpretation of DataPro-active management of changes ensuring effective shift patternsEffective communication and recommendations based on real-time and historical dataFrequently visit assigned business areas and hold forecasting and shrinkage meetings as agreed with your reporting managerAssist the Customer Service Business areas through ongoing training and support and the revision and enhancement of existing processes where necessaryCompilation of reports from WFM and related information, as requiredMinimum Requirements:MatricCertification or equivalent in Telephony Administration or Customer ServiceDiploma or Degree in IT or similar field advantageousMinimum 1 year working experience with WFM (Workforce Management), including forecasting, scheduling, tracking, optimization, monitoring and reportingExperience in a leadership roleMinimum 3 years' experience in call centersExperience in the Tracker contact centre environment preferredMS Office Tools (Word, Excel, PowerPoint)Results driven/Goal orientatedAble to work under pressureAble to work independently and as part of a teamPro-active approach to workExcellent problem-solving abilityExcellent time management and attention to detailConfident and assertiveAnalyticalIntuitiveShould you not hear from us within 4 weeks, please consider your application unsuccessful.Medical Aid, Provident Fund
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