Resource Planner

firstrand; Randburg; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading financial institution is looking for a skilled operations manager to optimize workforce scheduling and drive performance in customer service teams. The ideal candidate will deliver exceptional service while managing costs effectively, ensuring compliance and enhancing team development.

Responsibilities

• Manage costs and expenses to achieve efficiencies.
• Schedule staff effectively to maintain service levels.
• Conduct root cause analysis for service level issues.

Job description

Time left to apply: End Date: July 1, 2025 (4 days left to apply)

Job requisition id: R34153

Job Description

To ensure that the correct number of people are scheduled at the right time to achieve and maintain a desired service level.

Responsibilities include:

1. Managing costs and expenses within the approved budget to achieve cost efficiencies.
2. Delivering exceptional customer service through proactive, innovative, and appropriate solutions.
3. Producing and allocating efficient schedules for agents to maximize utilization.
4. Meeting operational and tactical objectives for customer service and cost effectiveness.
5. Providing efficient administration through careful planning, reporting, and updating related information.
6. Ensuring compliance with legislative and audit requirements.
7. Scheduling staff effectively, including managing breaks, training, meetings, call quality monitoring, coaching, and leave to maintain service levels.
8. Implementing changes to positively impact service levels and developing staffing solutions to improve scheduling efficiency and support customer growth.
9. Providing root cause analysis for service levels not being met (daily, weekly, monthly).
10. Managing personal development to increase competencies.
11. Planning and managing team performance, skills development, employment equity, and fostering an innovative culture.
12. Educating Team Leaders on the correct use of Workforce Management System and ensuring procedures are followed.

Job Details

Note: Applications will not be accepted after July 1, 2025. Please submit your application before the deadline.

All appointments will align with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. Candidates may disclose disability information voluntarily. This information will be kept confidential unless required by law.