Workforce Planner - Cape Town
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