Resource Planner & Campaign Analyst (Contact Centr

The main focus of this role is the design and development of workload forecasts, scheduling and monitoring; managing the resourcing and utilization of the front line teams in line with industry best practise and as contracted in the SLA.   *Technical Work Responsibilities* * Liaise with WF Manager to deliver resourcing and strategic requirements * Be a trusted advisor who provides balanced and pragmatic advice around manpower planning and resource management * Demonstrate strong commercial awareness to provide insight to the Business, highlighting any concerns of staff shortfall, over/under occupancy and provide robust commentaries to support analysis * Analyze data provided from employees to trend and forecast required resources necessary to meet business objectives * Update/Inform required stakeholders of any important issues that may affect productivity * Comply with the client’s service level agreements * Communicate with clients regarding queries * Collecting, analysing, and summarizing data and trends * Ensure that teams have the right people, with the right skills, in the right locations, available at the right time * Manage leave requests in conjunction with business requirements, approving leave where appropriate * Monitor sickness/absence levels highlighting issues with line management * Train relevant parties on system requirements for campaigns * Ensure that a full team of required agents are always present * Ensure consistency and enforce high quality standards across all communications *Education* * Grade 12 (Matric) * Degree / diploma   *Experience* * Two years’ experience in a Contact Centre (Inbound & or Outbound) * Experience working with contact centre monitoring systems (e.g. Avaya/ Quemetrics etc.) * One years’ experience in resource planning * Report design  * Advanced MS Excel   *Attributes and critical competencies* * Business process and Contact Centre understanding * Strategic and conceptual thinking * Ability to take and follow instructions * Excellent written and verbal communication skills * Detail oriented and work with a high degree of accuracy * Analytical, diagnostic and problem solving skills * Proficiency in data mining and compilation * Ability to work with big and unstructured datasets * Run datasets and develop standard reports * Data Analysis - identification, integration, validation, interpretation * Database extraction and manipulation * Data profiling * Deadline driven and able to work under pressure with constant changing business priorities * Good interpersonal skills * Ability to explain complex concepts in layman's language * Drive for Results: Makes things happen * Good time- management of own tasks; must be self-directed and able to complete projects with limited supervision * Problem identification and problem solving Market related *Education* * Grade 12 (Matric) * Degree / diploma