Workforce Administrator/ Planner

Client Transaction Capital Recoveries
Reference # WFMA
Published 04/05/2017
Contract Type Permanent
Location Johannesburg, Gauteng, South Africa
Introduction
Execute and manage WFM strategy for multiple teams to ensure forecast and schedules are created efficiently and effectively to meet established business goals and client scorecard parameters.
Job Functions Operations
Industries Financial Services
Specification
Operational / Technical Abilities
Deliver effective forecasting and scheduling strategies to enhance the success of multiple outbound campaigns
Execute and manage WFM strategy for multiple teams to ensure forecasts and schedules are designed to penetrate efficiently and effectively to meet established business goals and client scorecard parameters.

Reporting
To provide accurate WFM analysis and MI, making recommendations for optimizing KPIs and enhancing success.
Ensure that the MI is accurate and timely – and is understood by all stakeholders.
Advising senior management on best strategies to maximize use of the WFM and improve adherence to schedules.
Identify possible needs for improvement in processes, learning and systems and refer them to senior management.
Reporting analysis of forecasting and adherence to schedules to ensure optimum performance.
Design tracking methods to ensure that identified issues are adequately addressed within appropriate time frames.
Develop, analyze and distribute statistics and identify trends to help determine the need for strategy changes and/or training.
Responsible for day-to-day administration and monitoring of shift track system.
Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translate them into operational requirements.
Work with supplier of our dialer/wfm software to ensure complete optimization of dialler function as well as best use of data provided.( Noble ).
Liaise with colleagues in campaign department to ensure correct selection of key data and creation of dialing lists for outbound campaigns.
Optimize resource and KPI achievement through monitoring and managing real-time adherence.

WFM Administrator
Operational Functionality
Bi weekly forecast’s accurately completed every 2 weeks.
Bi weekly rosters accurately completed every 2 weeks, including rostered activities.
Change management adjustments completed daily.
Real time monitoring to ensure SLA of 90% adherence achieved.

Reporting
All reporting and analysis completed daily, weekly, monthly and submitted to operations.

Requirements
Matric
Proficient in MS Word, Noble University.
Intermediate to advanced proficiency level with Microsoft Excel.
Basic statistics knowledge and ability to comprehend and analyze WFM-output data.
Previous WFM and dialler knowledge (Noble) or 1 year Campaign Knowledge.


Job Closing Date 23/06/2017
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