Workforce Resource Planner

Ignition Group; Umhlanga Rocks; On-site; ZAR 250,000 - 400,000; Full time

Job summary

A leading investment company in South Africa is seeking a Resource Planner to optimize staff allocations and forecasting for customer service teams. In this role, you will play a crucial part in ensuring operational efficiency by aligning staffing with business demands, enhancing overall service delivery. Join a dynamic environment focused on technology and customer satisfaction.

Qualifications

• Experience in resource planning and workforce management is essential.
• Strong analytical skills for forecasting and budget preparation required.
• Ability to communicate effectively and work collaboratively with teams.

Responsibilities

• Prepare forecasts and budgets for call and non-call workloads.
• Monitor and propose effective shift patterns to match business requirements.
• Collaborate with teams to adjust staffing levels based on workload.

Job description

The role

The Ignition Group is a proudly South African investment company focusing on Technology, Media, Telecommunications, and Financial services.

Our employees are always at the forefront of business technology, and we count on them to use their knowledge and skills to strengthen our company.

A Resource Planner at the Ignition Group will determine resource and space requirements for all teams dealing with customer contacts, ensuring that shifts are aligned to customer demand and are commercially viable, meeting service standards and providing excellent service.

The details

Key Focus And Duties

Accurately prepare forecasts and budgets for call and non-call workloads and resources, monitor drivers against business changes, and develop models to improve accuracy.

• Determine and communicate short-term and medium-term staff capacity and roster establishment for phone and non-phone staff up to 6 weeks in advance.
• Constantly monitor and propose effective shift patterns to match business requirements, optimize performance of all Customer Centre teams, and maximize agent satisfaction by providing flexible options.

Make recruitment recommendations and identify opportunities through skills-based routing.

• Identify and proactively manage changes to shift patterns to improve customer service, working as a team with Operations, facilitating smooth communication and transition, and maintaining a formal record of changes and their impacts.
• Be aware of and record business, resource, and seasonal changes, making resource plans for expected workload variations, and reporting on results.
• Monitor recruitment and coordinate with the People Team to plan for shift adjustments, including the need for new groups and Team Managers.
• Collaborate closely with Resource Planning and Real Time teams, monitor performance and trends with the MIS team, and provide support to the operational team.