wfm planner - Randburg, South Africa - iSON Xperiences

Description

Position Title: WFM Planner
Position Summary:

The primary responsibilities of a Workforce Management (WFM) Planner includes:

✓ Management of multiple accounts/sites end to end planning
✓ Developing and maintaining accurate forecasting and capacity planning models to ensure
efficient and effective staffing levels
✓ Monitoring call center metrics to identify opportunities for improvement in staff utilization,
schedule adherence, and customer service levels
✓ Maintaining and adjusting employee schedules to ensure optimal coverage while minimizing
costs
✓ Providing regular reports and analysis of call center performance to management, highlighting
areas for improvement and identifying potential solutions
✓ Collaborating closely with call center personnel and support teams to ensure smooth
operations and seamless service delivery
✓ In addition to these technical skills, candidates for this position should possess strong
communication and collaboration skills, as well as a keen attention to detail and a process-oriented mindset

Key Deliverables:

✓ Managing multiple accounts/geographies end to end capacity planning, scheduling
rostering
✓ Include developing staff schedules; collecting staff performance data; and customer feedback
data, reviewing and analysing relevant data to identify problem areas, and preparing
workforce analysis reports for business to inform their policies and decision making
✓ Developing staffing schedules on WFM SUITEs and shift bids based on call volume and
occupancy analysis, customer service level requirements, and budget guidelines
✓ Monitoring service level and operational metrics, while making adjustments to staffing and
forecasting models whenever necessary
✓ Identifying ways to constantly drive efficiencies and process improvements across the
accounts/sites to enhance customer service, drive down costs, and meet or exceed revenue targets.

Requirement:

✓ Matric (Minimum)
✓ Excellent communication skills
✓ A minimum of 1 year experience of working as a WFM Planner in a Contact Center Environment
✓ Proficiency in MS Office
✓ Advance Excel knowledge (Added benefit)
✓ Knowledge of a WFM SUITE a minimum of 6 months experience of working on the tool is a must
✓ Management of multiple clients/accounts is an added benefit
✓ Management of multiple time zones is an added benefit
✓ Clear credit and criminal records