Workforce Resource Planner - Contact Centre

Ignition CX; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A South African investment company is seeking a Resource Planner to manage resource requirements for customer contact teams. This role involves preparing forecasts, creating effective shift patterns, and collaborating with various teams to enhance service delivery. Ideal candidates should have at least 2-3 years of relevant experience and a matric qualification. This role is based in Durban, KwaZulu-Natal.

Qualifications

• 2-3 years' experience as a Resource Planner.
• Good understanding of workforce management and delivery of Management Information.

Responsibilities

• Accurately prepare forecasts and budgets for resources.
• Determine staff capacity and create rosters in advance.
• Monitor shift patterns and propose improvements.

Skills

Forecasting

Scheduling

Strong observational skills

Confident personality

Education

Matric Qualification

Job description

Overview

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 move our company from strength to strength.

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

Responsibilities

The detail

Key Focus and Duties:

• Accurately prepare forecasts and budgets for call & non-call workloads and resource, monitoring drivers against business change & developing models to improve accuracy.
• Determine and communicate short term/medium term staff capacity and roster establishment for phone/non phone staff to 6 weeks in advance.
• To constantly monitor and propose effective shift patterns to match business requirements, optimizing performance of all Customer Centre teams and maximizing agent satisfaction by providing flexible options.
• To make recruitment recommendations and identify opportunities and benefits offered through skills-based routing.
• To identify and pro-actively manage changes to the shift patterns to deliver improved customer service, working as team with Operations, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.
• To be aware of and record business, resource, and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
• To monitor recruitment and communicate with the People Team to make advanced plans for required shift changes to optimize delivery of resource and skills, identifying when new groups and Team Managers are required.
• To work closely with the Resource Planning and Real Time, monitoring performance and trends with the MIS team and providing consultative support to the operational team.

Qualifications

We’d love to hear from you if...

• You have a Matric Qualification?
• 2-3 years\' Experience as a Resource Planner
• Good understanding of workforce, Forecasting, Scheduling, Real-Time as well as have responsibility for the production and delivery of MI (Management Information).
• Strong observational skills.
• Confident personality