Resources Planner - Randburg, South Africa - Tracker South Africa

Tracker South Africa
Tracker South Africa
Verified Company
Randburg, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

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Description

Position summary:


Industry:

IT & Internet
Job category:Administration
Location:Randburg
Contract:Permanent
Remuneration:Market Related
EE position:No
About our company:

Introduction:

Tracker requires the services of a Planner: Resources in the Customer Service Operations Department situated at the head office based in Johannesburg


The Planner:

Resources will be responsible for daily Aspect WFM updates and administration, intraday processes, agent scheduling and call\staffing and results forecasting in an effort to drive and maintain Service Level objectives and maximise efficiency and occupancy within the Customer Service Call Centre.


Job description:


  • Accurately forecast staffing requirements
  • Creation of agent schedules that optimise business needs and resources
  • Schedule Optimisation when required, based on business and operational requirements
  • Realtime Adherence Monitoring
  • Intra-Day tracking and adjustments to improve intraday staffing level predictions
  • Optimize meetings, training and other offphone activities
  • Maximize occupancy and minimize over and under resource utilization
  • Completion of Aspect WFM administrative tasks
  • Analysis and interpretation of Data
  • Proactive management of changes ensuring effective shift patterns
  • Effective communication and recommendations based on realtime and historical data
  • Assist the Customer Service Business areas through ongoing training and support and the revision and enhancement of existing processes where necessary
  • Compilation of reports from WFM and related information, as required

Minimum requirements:


  • Prior working experience with Aspect WFM (Workforce Management)
  • Forecasting
  • Scheduling
  • Tracking & Monitoring
  • Reporting
  • Empower & Optimisation
  • Experience in a leadership role
  • Minimum 4years' successful experience in call centers
  • Produce written documents in English
  • MS Office Tools (Word, Excel, PowerPoint)
  • Results driven/Goal orientated
  • Able to work under pressure
  • Able to work independently and as part of a team
  • Proactive approach to their work
  • Excellent problemsolving ability
  • Excellent time management and attention to detail
  • Confident and assertive
  • Analytical
  • Intuitive

Benefits:


  • Medical Aid, Provident Fund
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