Workforce Coordinator - Sandton, South Africa - Discovery Ltd.

Discovery Ltd.

Verified Company

Sandton, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Business Unit:
Discovery Health
Function:Workforce Planning & Management
Date:5 Sep 2023
Discovery Health - The Service Lab

Workforce Coordinator

About Discovery

Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fastpaced and dynamic environment enables smart, selfdriven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
About the Service Lab
The Service Lab consists of 14 unique functions that serve to centralise and departmentalise various functions throughout Discovery. Our department's Vision is to be recognised as the thought leader to all areas of Discovery developing and driving best practice. The culture within the department is one of constant learning, knowledge sharing, change and innovation.
About Workforce Management
The Workforce Management team serve collectively to support the operational areas through effective planning and realtime support on the floor in the pursuit of reaching the set Service Level Agreements as well as providing critical data analysis to Business in order to assist with informed decision making. Given the realtime nature, the pace is fast with significant impact on SLA's, stakeholders, technical support teams and ultimately the clients, our team understands the importance of making deadlines no matter the how tight they might be but also to uphold the highest level of quality. We are a dynamic and diverse team driven by the work that we do understanding the impact that it has on the broader business as well as our clients, we constantly seek to innovate, to expand our knowledge and adapt to the constant changing environment.
Job Purpose
To ensure effective implementation of the workforce management strategy through real time monitoring of SLA's, adherence to schedule, AHT, etcReporting on non adherence and daily absenteeism.

To further plan for front office call centres within the Discovery PTY for the following communities:
Internal call centres.

Also, to analyse, "mine" data, interpret and report as well as present the data to drive business strategy and ensure Service level agreements are met.

Areas of responsibility may include but not limited to

Analysis of all forecasts and schedules to identify effective staffing, utilization of staff and general concerns to the day to day operation of the call centre/operations environment.
Real Time Management assistance to the Call Centre Environments to meet the required Service Levels
Day to Day maintenance of the Workforce Management Tool for effective forecasting, scheduling and reporting.
Compiling statistical reports as well as gathering & analyzing data that will add value to the respective environments
Maintaining and establishing relationships with key role players
Analyzing and presenting on key processes within the front office environments

Behavioural Attributes and Skills

Analytical and thinking
Technical ability
Problem solving
Organising
Conflict handling

Qualification & Experience

Matric/Grade 12 with pure Mathematics
MS Office especially EXCEL
WFM related systems: Avaya, InVision, Supervisor Web & CCPulse
Scheduling and Real Time Management experience

Advantageous Experiences

Preexiting buddying experience with the WFC function
EMPLOYMENT EQUITY

The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.