Workforce Planning Analyst - Umhlanga, South Africa - Pr Consulting
1 week ago
Description
Reporting to the Workforce Manager, you will play a crucial role in analyzing and optimizing resource plans across cross-functional accounts.
Your primary responsibility will be to provide accurate forecasting, create effective workforce/ workload models, and identify improvement opportunities to enhance productivity and revenue.
This role requires:
- Strong analytical skills
- Building long / mid
- Advanced Excel proficiency
- The ability to collaborate with various stakeholders to achieve operational excellence.
- Ability to interpret large sets of data and articulate this back into operational and resourcing plans.
KEY RESPONSIBILITIES
Forecasting and Demand Analysis:
- Utilize historical data, trends, and other key indicators to generate accurate demand forecasts. This will include forecasting for omni channel.
- Collaborate with operations teams to identify key drivers that impact intraday performance and factor them into capacity models to reforecast demand and build remedial plans
- Regularly monitor forecast vs planned accuracy and make necessary adjustments to improve future plans.
Resource and Capacity Planning:
- Develop resource plans to ensure optimal utilization of available resources across crossfunctional accounts.
- Collaborate with workforce planning team internally to allocate staff efficiently and align schedules with forecasted demand.
- Monitor capacity utilization, queue availability and proactively identify potential bottlenecks or overages, recommending adjustments as needed.
Performance Analysis and Reporting:
- Conduct performance analysis by comparing actual KPI outcomes with forecasts and targets.
- Identify and investigate deviations from plan, analysing root causes and providing recommendations for improvement.
- Create dashboards, reports, and presentations to communicate telephony and staffing performance insights to stakeholders.
SOP Improvement Initiatives:
- Continuously identify opportunities to enhance optimisations, streamline processes, and reduce costs across the business.
- Collaborate with all internal stakeholders to implement process improvements, ensuring alignment with organizational goals.
Cross-functional Collaboration & Stakeholder Management:
- Work closely with operations teams, workforce management, quality assurance, and other relevant stakeholders to gather insights and understand accountspecific requirements (with internal and externals stakeholders)
- Work with Senior ops to align planning activities with client expectations and contractual obligations.
- Act as a liaison between different departments, fostering effective communication and promoting a collaborative work environment.
JUDGEMENT AND DECISION MAKING
- Ability to make key decisions that impact resource
- Ability to problem solve and come up with solutions
- Ability to identify when and how to escalate
- Must be able to intuitively execute resource planning strategies
Salary:
R20, R25,000.00 per month
Experience:
- working in a call centre: 2 years (required)
- in a planning analyst role: 2 years (required)
Ability to Commute:
- Umhlanga, KwaZulu-Natal (required)
Ability to Relocate:
- Umhlanga, KwaZulu-Natal: Relocate before starting work (required)
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