To manage, support and develop the Planning and Real-time teams to deliver operation forecasts, schedules against targets and SLAs, accurate, reliable and timely reporting, real-time monitoring, fault identification and support to the Operations to deliver on KPIs as well as to ensure cost effective use of resources against planned volumes.

Extensive Contact Centre Experience Essential:
Significant experience within a support team providing resource planning support involving forecasting and scheduling output, along with demonstrable experience in a WFM or similar resource management tool.

This will include;
1) Route set configuration and management.
2) Forecasting staff numbers against call volumes.
3) Schedule run and staff assignments using preference and template models.
4) Staff activity management using thresholds/limits
5) Management of reports through all supported delivery mediums.
Qualifications:
Good standard of education to at least Matric, must include English and Mathematics
Degree preferable

Skills / Personal Attributes:
An extensive knowledge of forecasting techniques and resource planning tools.
The ability to quickly analyse high volumes of data, identify anomalies and rectify these issues in order to deliver accurate forecasts and schedules to the operation within SLA.
Good communication and presentation skills with the ability to present findings from analysis (e.g. impact assessment) clearly and succinctly for management action. Good relationship building skills that can be applied and tailored to meet the needs of senior internal and client management.

Essential Skills
Accurate Forecasting
Effective Generation of Schedules
Intuitively use Historic Trends to ensure SLA’s are met
WFM Implementation across the site
People / Capacity / Performance / System Tools / Real Time Adherence Management
Inbound Service Supervision
Management Information
Internal & External Reports
Specific Area of Specialisation
Represent CCI and the client with integrity at all times.
Communication Channels

Remuneration:
R45,000 – R60,000pm Experience Dependant