Resource Planning Assistant Jhb

- Auckland Park

  
     
   

 

Brief Description

 

 

 

 

 

 

An exciting and challenging career opportunity is available in the Contact Centre Support Department within the Workforce Management discipline. The Resource Planning Assistant contributes to the organisational goals by accurately forecasting call volumes and workloads and effectively scheduling staff against these requirements within reasonable time frames to meet customer needs and requirements.

 

 

 

Detailed Description

 

 

 

 

 

 

Key accountability areas included in the domain of this position, are:

1.       Operational / Technical / Financial Results:

·   Accurate forecasting of call volumes and work loads

·   Call volume and pattern analysis

·   Effective/optimum scheduling of staff against workloads

·   Staff productivity and resource allocation

·    Report/M.I. generation

2.       Personal Competence Results:

·   Analytical thinking

·   Business and Commercial awareness

·   Forward thinking

3.       Innovation Results:

·   Contribute to optimising work practices and procedures

·   Initiate best practise principles with Contact Centres

4.       Relationship Results:

·   Effectively build and maintain relationships with service providers, colleagues and clients

·   Contribute to success of team by taking ownership and going the extra mile

5.       Customer Results:

·   Report on past trends and future impacts with the Contact Centre environment

 

 

 

 

 

Job Requirements

 

 

 

 

 

 

The successful incumbent for the above position will have the following profile:

 

  • Standard 10 / Grade 12 / NQF 4
  • Minimum 2-3 years experience in Workforce Management within a contact centre
  • BCom - MIS/Statistics & Mathematics highly advantageous

 

 

  
 

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