About the company:

Financial Call Centre with a staff compliment of 100 people seeks to employ an experienced Resource Planner to join their team.

Duties Include:

1.       Shift Scheduling

• Review  and interpret monthly resource statistics based on historical trends and operational requirements


• Compile agent shift schedules per call centre in consultation with relevant Call Centre Managers


• Maintain and update shift schedules to ensure  appropriate and sufficient resources (agents and supervision) on floor as per operational requirements


• Receive and handle staff shift requests and exchanges


• Calculate working hours per agent and ensure that the shifts comply to all relevant legislation – LRA, BCEA


• Ensure accurate and proper payment of  shift- , night shift and any other allowances as per the relevant legislation

2.       Monthly Reporting

• Liaise with BI Unit on data and information requirements to ensure proper reporting of human resource capacity


• Staff efficiencies – report on how efficient staff are and how long it takes to process applications


• Prepare Performance reports per Call Centre i.e. – did they reach schedule and break adherence – consult with departmental managers


• Breaks atomization – ensure that call centre staff adhere to their break times and that they don’t exceed their breaks – monitor the operational requirements


• Prepare and present summary reports per call centre agents – leave, hours worked, performance, absenteeism etc.


• Prepare and present reports i.e. absenteeism reports, call trends etc per Call Centre

3.       Consolidation of leave

• Consolidation of all leave – sick leave, annual leave, unpaid leave, maternity leave, family responsibility leave and study leave per Agent per Call Centre


• Prepare and present leave reports


• Advise Call Centre Managers as to when agents can take annual leave and for how long as per operational requirements

4.       Staff Projections

• Compile staff forecasting based on operational requirements in consultation with Call Centre Managers for approval of Head: Operations


• Advise Call Centre Managers on number of required staff  per shift

5.       Time sheets

• Compile the monthly time sheets for permanent and temporary agents


• Ensure that all hours worked are reflected on the time sheets and that agents’ over time reflects correctly


• Ensure that managers of the various departments sign the time sheets off before it is given to HR or recruitment agency for capturing

• Matric is essential


• 3 - 5 years Resource Planning experience in a Call Centre(not negotiable)


• Clear credit and criminal record


• Must be detail orientated!


• Staff forecasting and budgeting

 Desirable knowledge of/experience in:

• Previous experience in establishing a resource planning department


• Managing other resource planners

What to include:

1. Detailed CV (Please include month and year employed)


2. Reason for leaving last employ


3. Current salary and Required salary