Resource Planner

Tracker South Africa; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading company in contact center operations in Gauteng is seeking a Resource Planner. This role involves daily updates to workforce management systems, forecasting staffing needs, optimizing agent schedules, and analyzing data to improve efficiency. The ideal candidate will have at least 2 years of WFM experience, strong problem-solving skills, and familiarity with call center operations. Benefits include medical aid and provident fund contributions.

Benefits

Medical Aid

Provident Fund

Qualifications

• 2 years minimum experience in Workforce Management including forecasting and scheduling.
• 1 year in a leadership role.
• 3 years call center experience.

Responsibilities

• Forecast staffing needs and create agent schedules.
• Monitor real-time adherence and adjust staffing as necessary.
• Communicate effectively with business areas regarding data insights.

Skills

Forecast staffing requirements

Data analysis

Proactive management

Excellent problem-solving ability

Results-driven

Education

Matric Certification or equivalent

Diploma or Degree in IT

Tools

MS Office (Word, Excel, PowerPoint)

Job description

The Resource Planner will be responsible for daily Alvaria WFM updates and administration, intraday processes, agent scheduling, call /staffing, results forecasting to drive and maintain Service Level objectives, and maximise efficiency and occupancy within the Tracker Contact Centres.

Responsibilities

• Accurately forecast staffing requirements.
• Creation of agent schedules that optimise business needs and resources.
• Schedule optimisation when required, based on business and operational requirements.
• Real‑time adherence monitoring.
• Intra‑day tracking and adjustments to improve intra‑day staffing level predictions.
• Optimise meetings, training and other off‑phone activity requests.
• Maximise occupancy and minimise over‑ and under‑resource utilisation.
• Completion of Aspect WFM administrative tasks as may be requested by the assigned business units and the reporting manager.
• Analysis and interpretation of data.
• Pro‑active management of changes ensuring effective shift patterns.
• Effective communication and recommendations based on real‑time and historical data.
• Frequently visit assigned business areas and hold forecasting and shrinkage meetings as agreed with your reporting manager.
• Assist the Customer Service Business areas through on‑going training and support and the revision and enhancement of existing processes where necessary.
• Compilation of reports from WFM and related information, as required.

Qualifications

• Matric Certification or equivalent in Telephony Administration or Customer Service.
• Diploma or Degree in IT or similar field advantageous.
• Minimum 2 year working experience with WFM (Workforce Management), including forecasting, scheduling, tracking, optimisation, monitoring and reporting.
• 1 year experience in a leadership role.
• Minimum 3 years' experience in call centres.
• Experience in the Tracker contact centre environment advantageous.
• Omni‑channel experience advantageous.
• MS Office Tools (Word, Excel, PowerPoint).
• Results‑driven / Goal‑orientated.
• Able to work under pressure.
• Able to work independently and as part of a team.
• Pro‑active approach to work.
• Excellent problem‑solving ability.
• Excellent time management and attention to detail.
• Confident and assertive.
• Analytical.
• Intuitive.

Benefits

• Medical Aid.
• Provident Fund.

Should you not hear from us within 4 weeks, please consider your application unsuccessful.