We are currently recruiting for a strong analytical thinker with an eye for detail to join our Business Support team as a Workforce Planning Specialist. The ideal candidate will be responsible for developing forecasting models and resource schedules for all Contact Centre Operational areas.
In this role, it is essential to manage customer satisfaction and service levels whilst working to reduce business costs and boosting employee and department efficiency. One of the main functions will be forecasting staffing needs, taking in to consideration volume, headcount requirements, and time-off requests.
A Degree or Diploma in Business Studies / Management or Equivalent NQF Level 6/7 Qualification.
SQL (SSIS, SSRS, SSAS, SSMS)
A minimum 5 – 8 years' Workforce Management experience, preferably in contact centres
A minimum 3 – 5 years management experience
Extensive experience with planning, scheduling, and forecasting within a contact centre (omni-channel) environment
Expert level understanding of Workforce management principles such as Erlang C
Solid understanding needed of contact centre processes and SLA’s.
Strong knowledge and experience working with FTE and outcomes-based workforce models
Strong knowledge and experience of various contact centre telephony platforms, workforce management tools
Advanced Excel experience
Lean Six Sigma qualification (preferred)
Provide the Operations with a volume & resource forecast and support Operations in SLA & resource decision making.
Optimize workforce utilisation to improve customer service, drive efficiency and reduce resource costs.
In conjunction with resource managers, formulate Agent schedules within agreed timeframes and in line with Contact volumes, Average Handling Times and shrinkage assumptions.
Analyse and recommend business directions while considering the impact to the overall customer experience.
Conduct monthly/ weekly WFM meetings with business units to review forecast schedules and provide operational improvement recommendations.
Ensure the rollout of UWFM to all business units.
Administration of over-time as governed by scheduling process.
Execute 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.
Develop, deliver and present the long-term Capacity Plan to Innovation Group Operations on a monthly basis
Deliver weekly, monthly, and annually staff requirements for Innovation Group business units.
Perform monthly, annual, and 3-year head count and metric forecasting for Innovation Group.
Maintain a rolling 6 forecast explaining metrics and staffing requirements.
Build statistical models based on historical data, probability, and upcoming drivers.
Maintain and analyse historical data within modelled databases including maintaining accurate seasonal factors, holiday factors, etc.
Track historical Human Resource attrition rates, movement between business units, training requirements, Human Resource requirements, new hire classes.
Execute approved staffing requirements from capacity plan meeting and deliver hiring strategies to all business units, training and recruiting.
Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime