Workforce Planning is the process of analysing, forecasting, and planning workforce supply and demand, assessing gaps, and determining targeted talent management interventions to ensure that an organisation has the right people, with the right skills in the right place at the right time. This role entails short and long term forecasting by analysing various call centre metrics to establish capacity requirements; managing the outputs of a workforce team (Planners and Real Time Analysts) thereby ensuring that all functions are professionally and timeously executed on; people management functions; and internal Contact Centre stakeholder support.
Forecasting, Scheduling and Real Time Management:
Create forecasts through data analysis
Ensuring the compilation and distribution of schedules aligned to contact centre requirements, with the inclusion of annual leave management
Management of output for Planners and Real-time administrators to ensure that all functions are professionally and timeously executed on
Support Contact Centre stakeholders by identifying process improvement opportunities
Produce a range of reports as may be required
Resource and Capacity Planning:
Design, develop and maintain capacity models
Develop projections of capacity needs based on call volume forecasts (including growth, planned, unplanned and attrition trending)
Produce monthly staffing and recruitment recommendations, anticipating staff shrinkage and attrition rates
Manage and lead Real-time Analysts and Workforce Planner
Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation and evaluation of employees
Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity
Mentor and coach employees and identify needs and update career growth plans
Ensure team members have clear and realistic targets/goals which are assessed quarterly through the KPA performance management reviews
Manage non-performance or probation requirements as stipulated in the Tenacity policies and /or contractual agreement
Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
Address any behavioural concerns in line with the Company’s Disciplinary Policy
Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
Management of ESS/Sage and unpaid leave transactions
3+ Years of workforce planning and forecasting experience in an inbound and outbound Contact Centre environment
3+ Years of managerial experience in the workforce discipline
Solid understanding of call centre workforce management tools, principles and theories
Solid understanding of forecasting & scheduling
Successful track record of supporting large scale operations +200 FTE from a WFM perspective
Bachelor’s degree in Analytics, Statistics, Computer Science, finance, or related field or; Diploma in Data Analysis / Data Science is advantages
Functional Knowledge and Skills
Ability to communicate analysis including trends and opportunities to the business verbally and in writing
Superior analytical, staffing and technical skills required to interpret and analyse system data
Knowledge of statistics, and experience in using statistical packages for analysing datasets is advantage
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