Resource Planner

firstrand; Randburg; On-site; ZAR 300 000 - 600 000; Full time

Job summary

A leading banking institution is seeking a Workforce Manager to optimize scheduling and improve service levels in their customer contact center. The ideal candidate will drive operational efficiencies, manage performance, and ensure exceptional customer service. This role requires strong analytical skills and experience in workforce management.

Qualifications

• Experience in managing workforce schedules and performance.
• Strong analytical skills for root cause analysis.
• Proven ability to deliver exceptional customer service.

Responsibilities

• Ensure correct scheduling of staff to meet service levels.
• Drive operational objectives to improve efficiency.
• Manage costs within the approved budget.

Skills

Operational Management

Customer Service Excellence

Scheduling

Performance Management

Root Cause Analysis

Job description

Time left to apply: End Date: May 28, 2025 (7 days left to apply)

Job Requisition ID: R34153

Job Description

Ensure the correct number of people are scheduled at the right times to achieve and maintain desired service levels.

Drive operational and tactical objectives to efficiently meet customer service demands and improve cost effectiveness within the customer contact centre environment.

• Manage costs/expenses within the approved budget to achieve efficiencies.
• Deliver exceptional service exceeding customer expectations through proactive, innovative solutions.
• Produce and allocate efficient schedules for agents, maximizing agent utilization.
• Plan and coordinate breaks, training, meetings, call quality monitoring, coaching sessions, and leave to maintain sufficient coverage and meet service levels.
• Implement changes to positively impact service levels and develop staffing solutions to optimize shifts.
• Provide root cause analysis for service levels not met (daily, weekly, monthly).
• Manage own development to increase competencies.
• Plan and manage performance, skills development, employment equity, talent, and team culture.
• Educate Team Leaders on the correct use of the Workforce Management System and ensure procedures are followed.

Job Details

Note: Applications will not be accepted after 28/05/25. Please submit applications before the closing date.

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

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About Us

FNB serves retail and commercial customers with banking, insurance, savings, investment products, and digital solutions. Recognized globally for its strong brand and awards, FNB offers diverse opportunities for a rewarding career, especially if you aim to make a meaningful impact on people's lives.