Resource Planning Analyst needed at Mukuru

Resource Planning Analyst

• The Resource Planning Analyst reports to the Workforce Manager. The Mukuru Contact Centre operates in a dynamic, fast-paced, multi-channel environment, supporting diverse products and customer bases across multiple geographies and languages.
• Service excellence is at the core of our customer promise, and the ability to match staffing with fluctuating demand is key to meeting our service levels and operational efficiency goals.
• The Resource Planning Analyst plays a central role within the Workforce Management team, providing the foundational planning and scheduling functions that support optimal staffing, adherence to SLAs, and operational agility.
• This role requires a blend of analytical capability, deep operational understanding, and the ability to collaborate across functions to ensure that the contact center remains well-resourced and responsive to business needs.

Key Performance Areas & Role Objectives

Forecasting & Planning

• Develop comprehensive long-term plans to meet organizational goals.
• Analyze data to inform and support strategic planning decisions.
• Optimize resource usage for improved efficiency and effectiveness.
• Forecast future needs and trends using market insights and data.
• Deliver reports and presentations for senior management.
• Collaborate across departments to align planning with strategic goals.
• Embrace automation and WFM technology to boost performance.

Scheduling & Rostering

• Build and publish accurate and efficient agent schedules.
• Ensure adherence to SLAs, business rules, and shrinkage parameters.
• Forecast volumes and staffing needs; continuously refine for accuracy.
• Monitor schedule adherence and adjust to meet shifting demands.
• Coordinate closely with Operations Leads and Real-Time Analysts to ensure headcount coverage.

Real-Time Monitoring

• Monitor all queues in real time to maintain service level targets.
• Ensure agents are performing within set benchmarks.
• React to fluctuations in performance to maintain optimal service delivery.

Stakeholder Collaboration

• Act as a key communication point for workforce-related updates.
• Proactively inform teams of contact pattern shifts or volume surges.
• Work with support teams to adjust routing and workload distribution.

Team Support & Assistance

• Provide backup and assistance to the Workforce Manager and team.
• Take on task ownership for analysis, reports, and project components.
• Offer insights to improve staffing efficiency and reduce overheads.

Efficiency Reporting

• Compile insightful daily, weekly, and monthly reports.
• Monitor KPIs like shrinkage, adherence, and occupancy.
• Make informed recommendations to drive better planning outcomes.

Professional Development

• Own your performance goals and tracking.
• Engage in regular performance and KPI review sessions.
• Stay up to date on product, service, and system changes.

ESSENTIAL REQUIREMENTS

• Formal Education
• Grade 12 / Matric (Essential)
• Degree or Diploma in a related field (Desirable)
• Proven track record in Workforce Management methodologies
• 2 Years experience in Workforce Management

Job Competencies

• Analytical thinking and strong problem-solving abilities
• Time management and organizational skills
• Cross-functional collaboration and communication
• Proactive, solutions-focused approach
• High level of integrity and discretion with sensitive data