Talent Pool: Workforce Planner MMH

Overview

Role

Purpose:

Responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication.

• Matric / Grade 12 - Essential
• 3-year degree in Mathematics, Statistics or Operations Management - Desirable
• Applicable technology certification - Desirable
• 1 - 2 years experience as a scheduler or similar position.
• 2 - 5 years working experience in the client service environment will be advantageous
• MS Office Proficiency (Advanced)
• Experience in data analysis and visualisation tools (e.g. SQL, Qlikview, Power
  
  BI etc.) will be advantageous
• Business knowledge
• Knowledge of data analysis and visualisation tools (e.g. SQL, Qlikview, Power
  
  BI etc. that may be specific to business area)
• Advanced Excel knowledge
• Data analysis knowledge
• Data extraction knowledge
• Knowledge of the telephony system will be advantageous
• Advanced knowledge of workforce management methodologies and principles across multiple channels
• Solid understanding of the inbound and outbound environments

PROCESS

• Gather information from various sources, analyse results and interpret patterns and trends to development and design of professional reports and dashboards to support various stakeholders within the company.
• Communicate progress, including easily understandable representation of the data.
• Pro-active in suggesting for opportunities as well as making analytical observations on any aspect that would be beneficial to business.
• Handling daily or real time service management and call flow.
• Forecasting the Call Centres workloads and trends including analysis on historical data.
• Create and accurately maintain agent shift schedules on the WFM Tool ensuring that shifts are optimally planned to meet the sites forecast requirements and SLs (Service Levels).
• Monitoring actual staffing levels against plan and taking the relevant corrective actions as shift changes to improve service levels
  - Effectively plan non-productive activities.
• Monitor adherence to AHT (Average Handling Time), AUX (non-productive time limits) and Agent productivity and escalate any areas of improvement.
• Connect and network with all relevant stake-holders, including but not limited to Management, Quality assurance and Training teams.
• Support Management by maintaining accurate records of planned and required headcount week over week. Keeps track of skills wise movements and Attrition to support Management in making decisions about internal movements/Job postings and Hiring plan.
• Develop self-service solutions for Workforce primary stakeholders to reduce administrative overhead and increase time for value-adding activities, making the whole team more scalable and fit for future challenges.

CLIENT

• Provide authoritative expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.