Work Force Planner (RTA)

CallForce is urgently seeking a Work Force Planner with a proven track record in providing forecasting and scheduling solutions of various levels of complexity, to meet stringent SLA requirements in in the Contact Centre environments. The position requires the ability to understand the complexity of both demand and supply based scheduling across variable time lines in a 365 day 24 hour operational environment.

JOB FUNCTION:
Effective forecasting to ensure a balance between staffing levels and workload.
MIS Analysis for forcasting purposes.
Effectively scheduling staff to the forecasted workload volume and meeting SLA requirements.
Analysis of all forecasts and schedules to identify efficient utilisation of staff and general concerns relating to the day to day operational environment.
Utilising data to improve business operations, including optimisation of work schedules, identification of critical positions and individual staff performance.
Day to Day management of the Workforce Management Tool (currently Excel) for effective forecasting, scheduling and reporting.
Oversee Workforce team including schedulers and/or Real Time Administrators.
Collection of organisational data in order to generate reports on work volume and projected staffing needs. (Reports to be generated on a daily, weekly, monthly or annual basis, depending on the organization''s needs.)
Maintaining and establishing relationships with key role players.
Develop strategies for retention, recruitment, training, coaching and knowledge management.
Any other operational requirements of business to fulfil role of Workforce Planner.
Adopting a strategic workforce plan to create a “description of the future workforce, and a measurable recruitment strategy to achieve it,”
Transport scheduling & management & liaison with transport providers & operations
Auditing of the transport schedule for invoicing
Creating of operational metrics dashboards & presentation of the metrics in operational meetings
 

The requirements are as follows:
3 -5 years’ workforce planning experience in a Business Process Outsourcing, Contact Centre environment where scheduling is based on variable demand.
Experience on international campaigns a strong preference
Excellent MS Office proficiency
Advanced MS Excel
Knowledge of Labour law relating to working hours etc.
Ability to work in a shifted environment
Ability to work well in a team
 

Competence
Ability to think both logically and creatively
Analytical thinking and reasoning
Planning, organizing and time management
Business-focused approach
Problem solving
• Attention to detail and work standards