| Date | 2024-06-08 |
|---|---|
| Job Title | Wfm Planner |
| Employer | Ison Xperiences More Information |
| Salary | 0 |
| Category | Professions |
| Location |
Gauteng / Randburg |
Job Summary
Position Title: WFM Planner Position Summary: The primary responsibilities of a Workforce Management (WFM) Planner includes: Management of multiple accounts/sites end to end planning Developing and maintaining accurate forecasting and capacity planning models to ensure efficient and effective staffing levels Monitoring call center metrics to identify opportunities for improvement in staff utilization, schedule adherence, and customer service levels Maintaining and adjusting employee schedules to ensure optimal coverage while minimizing costs Providing regular reports and analysis of call center performance to management, highlighting areas for improvement and identifying potential solutions Collaborating closely with call center personnel and support teams to ensure smooth operations and seamless service delivery In addition to these technical skills, candidates for this position should possess strong communication and collaboration skills, as well as a keen attention to detail and a process-oriented mindset Key Deliverables: Managing multiple accounts/geographies end to end capacity planning, scheduling rostering Include developing staff schedules; collecting staff performance data; and customer feedback data, reviewing and analysing relevant data to identify problem areas, and preparing workforce analysis reports for business to inform their policies and decision making Developing staffing schedules on WFM SUITEs and shift bids based on call volume and occupancy analysis, customer service level requirements, and budget guidelines Monitoring service level and operational metrics, while making adjustments to staffing and forecasting models whenever necessary Identifying ways to constantly drive efficiencies and process improvements across the accounts/sites to enhance customer service, drive down costs, and meet or exceed revenue targets. Requirement: Matric (Minimum) Excellent communication skills A minimum of 1 year experience of working as a WFM Planner in a Contact Center Environment Proficiency in MS Office Advance Excel knowledge (Added benefit) Knowledge of a WFM SUITE a minimum of 6 months experience of working on the tool is a must Management of multiple clients/accounts is an added benefit Management of multiple time zones is an added benefit Clear credit and criminal records
Wfm Planner position available in Gauteng, Randburg. This job position was posted by Ison Xperiences. The job has been posted as a premium ad on 2024-06-08 at 13:49:51 in the Professions category
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Randburg: Wfm Planner posted by Ison Xperiences
Position Title: WFM Planner Position Summary: The primary responsibilities of a Workforce Management (WFM) Planner includes: Management of multiple accounts/sites end to end planning Developing and maintaining accurate forecasting and capacity planning m
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Wfm Planner