Location: Cape Town, CBD
Permanent Role

Purpose of Role:
To develop forecasting models and resource schedules for Customer Operations that ensure we continue to offer and improve on the service that we provide to our customers by anticipating expected volumes per channel and staffing effectively to meet the needs of our customers and to support business case decisions impacting SLA and resources.
The role will need to work collaboratively with senior operations stakeholders, as well stakeholders from outside of customer operations, to ensure the business plan informs the customer operations forecast and, in turn, the resource needs of the operations.
Responsible for managing contact routing in an Omni channel environment to ensure an efficient workload and workforce balance by supporting the organizations key values: People First, Principled, Pioneering and Positive

Requirements:
Matric
Any external accreditation in Lean, Six Sigma (advantageous)
3 – 5 years Contact Centre experience required
Minimum 3 years’ experience as a Workforce Scheduler/Planner/Manager
Extensive experience with planning, scheduling and forecasting within the contact center environment for both inbound and outbound, Across Multi / Omni Channel environments
Expert level understanding of Workforce management principles such as Erlang C etc
Solid understanding needed of contact center processes and SLA’s
Strong knowledge & experience working with FTE based workforce models & outcomes based workforce models, Experience with managing stakeholders of various levels within an organization
Strong knowledge & experience of various contact center telephony platforms, workforce management tools & outbound diallers.
Knowledge & Experience working with Salesforce
Managing people in a team of Planners, Schedulers and Real Time Analysts (RTA)

Duties:
Workforce Planning:
Provides the Customer Operations Planning Group with a volume & resource forecast and supports Operations in SLA & resource decision making
Optimises the manner in which our workforce is utilised in order to improve CSAT, drive efficiency and reduce resource costs.
Formulates Agent schedules in consultation with resource managers within agreed timeframes and in line with Contact volumes, Average Handling Times and shrinkage assumptions
Administration of over-time as governed by scheduling process
Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime
Reporting And Administration:
Executes reporting packages for agents and teams that provide them with the analysis to improve their key performance indicators (AHT, Schedule Adherence etc.) and supports business growth & operational improvement initiatives
Continuously reviews ways of working, seeking regular feedback from customers and stakeholders on improvement areas
Positives:
Supports RTA monitoring function
Provides relevant Workforce Management reports as per operational requirements
Ensures accuracy of exception capturing and real time reporting
Reviews adherence and shrinkage reporting on a daily, weekly and monthly basis