Resource Planning - Sandton, South Africa - Full Circle Resourcing

Full Circle Resourcing

Verified Company

Sandton, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

QUALIFICATIONS:

Grade 1 13 years of experience in a real time monitor role, including forecasting, staffing, and scheduling,
Minimum of 1 year experience with working with the following systems:
Queuemetrics
Asterix
Advantage: Diploma or Bachelor's Degree

- with major area of concentration in Math, Business, Statistics, Technology or related field.

SKILLS REQUIRED:

Knowledge of real time monitoring and all related calculations would be an advantage
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
Strong communication skills, both oral and written (communication will be with various levels from frontline to senior management)
Excel Intermediate level
Advanced analytical, organizational and interpersonal skills with attention to detail, accuracy and time management.
Ability to learn and work in a fast pace environment

DUTIES AND RESPONSIBILITIES

Plan and schedule staff duties according to skillset based on 15 minute intervals in order to ensure that resources meet forecasted call demands on a 24/7 basis.
Provide accurate and reliable daily, monthly and quarterly call stats reports to management and make recommendations that will improve departmental performance.
Attend regular meetings with management detailing previous and current weeks performance and forecasted performance of remainder of current week and next week, while also identifying risks.
Analyse and identify potential issues before they occur and make the necessary recommendations to improve resources e.g. shift patterns.
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Complete rootcause analysis to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.
Monitor and coordinate realtime queues to ensure service levels and business targets are met.
Monitor and record schedule conformance, hold time and availability of NSC staff.
Administer contingency action plans as deemed necessary and appropriate when service level objectives are not met.
Coordinate appropriate staffing allocation in order to achieve service level objectives.
Identify and liaise with IT to solve technical difficulties that have an effect on service level adherence.
Assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.