Workforce Planner - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 24-03-2015 8:30:43 AM
21-04-2015 8:30:43 AM
Produce accurate forecasts of operational activities and resource requirements, along with accurate staff schedules to ensure finest service levels in the call centre.

KPI's

Forecast call volumes
Forecast average call handle time
Analyse call volume trends, daily performance and forecasting
Develop work schedules in WFM software to meet needs
Produce on demand-reports as required
Assist Workforce Manager with short term forecast
Create events that will happen in call centre environment
Assist with scheduling of staff
Manage scheduled times to optimise efficiency

Requirements

Matric
Minimum of 2 years scheduling experience in an inbound and outbound environment
Practical working knowledge of Verint / AVAYA -WFM and Presence Dialler would be advantageous
Microsoft Office proficiency