Vacancy Details
Employer: OneCart (Pty) Ltd
OneCart is looking to hire a Workforce Scheduler who will analyse and develop weekly scheduling recommendations and use staffing requirements for call centre and operations schedules. To assist in determining required staffing levels to ensure the organisation can meet operational commitments.
Workforce Scheduling
Reporting
Minimum Academic, Professional Qualifications & Experience required for this position
Workforce Scheduling
- Ensure the Customer Experience teams are adequately resourced to achieve targets and service levels through planning, rostering, and real-time management of resources.
- Strive to achieve industry-leading contact centre performance and support the consistent achievement of individual and team key performance indicators (KPIs) through effective workforce planning and resource scheduling.
- Identify and manage issues and gaps in resourcing, and support ongoing operational efficiencies and improvements.
- Ensure schedules are optimised and cover all communication channels (calls, emails).
- Initiate and drive continuous improvement of rostering process through data analyses and reporting to Customer Centre Managers.
- Seek ways to enhance operational efficiencies through effective workforce planning.
- Completes Agents' schedules within agreed timeframes and in line with volumes, Average Handling Time and shrinkage forecasts
- Administration of extra time as governed by the scheduling process
- Maintain a sound knowledge of industry workforce planning contact centre developments, including worldwide best practices, new process/system developments, staff engagement and new products and software
- Ensure the Customer Experience teams are adequately resourced to achieve targets and service levels through planning, rostering, and real-time management of resources.
- Strive to achieve industry leading contact centre performance and support the consistent achievement of individual and team key performance indicators (KPIs) through effective workforce planning and resource scheduling.
- Identify and manage issues and gaps in resourcing, and support ongoing operational efficiencies and improvements.
- Ensure schedules are optimised and cover all communication channels (calls, emails).
- Initiate and drive continuous improvement of rostering process through data analyses and reporting to Customer Centre Managers.
- Seek ways to enhance operational efficiencies through effective workforce planning.
- Completes Agents schedules within agreed timeframes and in line with volumes, Average Handling Time and shrinkage forecasts
- Planned attrition to be loaded 3 weeks advanced schedule (coaching, meeting, huddles, training)
- Use peak and volume data according to trend
- Be able to advise the operational team of any changes in the shrinkage used for planning purposes. Ie. Increasing or reducing shrink, depending on the peak and trough weeks.
Reporting
- Ensures accuracy of exception capturing and real time reporting
- Review adherence and attrition are reported daily, weekly, and monthly.
- A rolling 1 month leave planning forecast
- Monthly sign off variable document
- Provides relevant Workforce Management reports as per operational requirements
- Maintain a positive attitude
- Take ownership of driving your career development (skills and knowledge)
- Plan and priorities, demonstrating abilities to manage competing demands to achieve agreed deliverables
- Communicate effectively, maintain relationships
- Follow any lawful and reasonable instruction from your line manager
- Act as part of the Workforce team by assisting other members of the team to achieve common goals
- Consistently live and be an example of the Company's values
- Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel
- Adherence to the company policies and associated company policies and procedures
Minimum Academic, Professional Qualifications & Experience required for this position
- Relevant Qualification
- 2-3 years experience working in workforce planning
- Experience using software to build and maintain complex forecasting models.
- Proficient with Microsoft Office Suite or related software
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