Key Focus and Duties:

• Accurately prepare forecasts and budgets for call & non-call workloads and resource, monitoring drivers against business change & developing models to improve accuracy.
• Determine and communicate short term/medium term staff capacity and roster establishment for phone/non phone staff to 6 weeks in advance.
• To constantly monitor and propose effective shift patterns to match business requirements, optimizing performance of all Customer Centre teams and maximizing agent satisfaction by providing flexible options.
• To make recruitment recommendations and identify opportunities and benefits offered through skills-based routing.
• To identify and pro-actively manage changes to the shift patterns to deliver improved customer service, working as team with Operations, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.
• To be aware of and record business, resource, and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
• To monitor recruitment and communicate with the People Team to make advanced plans for required shift changes to optimize delivery of resource and skills, identifying when new groups and Team Managers are required.
• To work closely with the Resource Planning and Real Time, monitoring performance and trends with the MIS team and providing consultative support to the operational team.

Requirements

We’d love to hear from you if…

• You have a Matric Qualification?
• 2-3 years’ Experience as a Resource Planner
• Good understanding of workforce, Forecasting, Scheduling, Real-Time as well as have responsibility for the production and delivery of MI (Management Information).
• Strong observational skills.
• Confident personality