Resource Planner - Bellville

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

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