Job Overview

The Planning Analyst role is intended to support the operations through accurately forecasting contact centre demand, produce resource requirements and staffing plans to align to demand and highlighting opportunities for improvement. 

Job Responsibilities

• Production of forecasts, including workload, resource requirements and resource planning in support of financial and operational targets based on historical trends.
• Reviewing the accuracy of forecasts on an on-going basis ensuring minimum variance
• Complete trend analysis to understand reasons for customer contact/ changes in demand & workload, and present findings along with recommendations regularly to the relevant stakeholders
• Production of timely and effective advisor and team-based schedules optimized to meet business needs for quality and efficiency, and to accommodate for Contact Centre drivers.
• Production of Interval, Daily and Weekly and Monthly Staffing Plans including all assumptions against requirements (IDP’s)
• Assist in the achievement of operational targets through schedule optimization to maximise service delivery and productivity.
• Balancing activities / staffing to ensure that service levels are being met and invoke agreed plans to utilise the capacity and maximise productivity
• Provide accurate and timely pre and post impact assessments of proposed business or operational changes affecting the Contact Centre workload or service.
• Identifying overtime requirements and approval of annual leave in accordance with forecasts and communicated in a timely and effective manner to the Contact Centres and highlighted recruitment needs when required.
• Ensure that all service affecting incidents are documented and considered within the planning cycle
• Assisting in the successful implementation of WFM and its supporting process across the campaign.
• Presentation of schedules, IDP’s, forecasts and analytics within internal and external meetings
• Deal efficiently and accurately with internal & external client queries
• Supporting team members and the organization with all WFM related tasks in the absence of their WFL serving as the subject matter expert

Job Requirements

• Effective decision-making skills
• Minimum of 12 months experience working within a Call Centre of a large operation,
• A minimum of 6-12 months within in a Planning analyst role
• Grade 12 or equivalent NQF4 level qualification – English and Maths essential
• Strong MS Excel Experience
• Previous experience on a WFM Tool

Required Skills

• Planning and Organizational Skills
• Strong and adaptable communication skills
• Effectiveness and pays attention to detail Analytical skills.
• Logical thinking & Relationship Management
• Adaptability / Resilience with the ability to work under intense pressure.
• Good communication skills
• Strong Numerical Skills

Core Behaviour

Huntswood’s employees are described as dependable, driven and collaborative. 
The job holder should be able to demonstrate they are:

• Confidential, reliable and genuine
• Dynamic, passionate and determined
• Friendly, compassionate and cooperative

"It's not just about what we do, but the way we do it. And it's our values that make us special."