South Africa

Workforce Planning Specialist

Company Talksure (Pty) Ltd
Reference # WPS19.09.19
Published 19/09/2019
Contract Type Permanent
Salary Market Related
Location Umhlanga, KwaZulu-Natal, South Africa
Established in 2010, Talksure has fast become one of South Africa’s most respected independent Financial Service Providers. The strong entrepreneurial and ethical vision developed by our founder and chairman is shared by our Executive team who have almost 100 years of combined experience within the Financial Services and contact centre industry in Europe and South Africa.
With an ever growing employee complement of over 700 it goes without saying that we are a people business; employees, clients and partners are our number one focus
Job Functions Administration,Analysis,Call Centre,Human Resources
Industries Call Centre & Helpdesk,Financial Services,Insurance
Role Purpose

The role is responsible for building forecasts and staffing schedules for the contact centre environment (inbound and outbound and assisting HR and Contact Centre Management in coordinating, implementing and controlling agent attendance and mobility across campaigns or customer service platforms.

•Prepare call forecasts short-term and long-term to guide day-to-day operations management.
•Participate with development of long-term capacity planning (12-18 months rolling forecast).
•Perform updates on historical patterns of the forecast.
•Create staffing schedules (regular and flexible) as needed utilizing excel or a workforce management software application.
•Update schedules for work activity, leave, unplanned absence, training, meetings, and special events.
•Develop action plans to handle unexpected dialling targets, call surges and/or to reduce staff during off-peak call times.
•Coordinate and initiate emergency service level plans and deploy as needed.
•Maintain an employee database of job skills for the purpose of proper scheduling for skill-based call routing and on-call status lists.
•Monitor real-time service levels and daily exceptions.
•Execute action plans to handle unexpected call surges and/or to reduce staff during off-peak call times
•Track and report deviations with forecast and schedule adherence to HR and call centre management team.
•Report and communicate daily call centre statistics and service levels (historical and real-time) to stakeholders

Bachelor’s degree in commerce or technical qualification in resource/workforce planning


•Requires minimum of 3 years call centre experience or equivalent, with a strong working knowledge of multi-purpose call centre operations and job functions.
Experience with various workforce management system applications will be preferable.
•Experience with forecasting and scheduling for 600 + agents utilizing a workforce management application and experience or knowledge with an ACD and
dialer systems

Skills and Abilities:

•Ability to work independently and efficiently with minimal supervision in a high productivity and time sensitive environment, demonstrating
excellent organizational skills and attention to detail.
•High level of accuracy and flexibility in work assignments, producing a high volume of work in a timely manner, never sacrificing quality of
work for quantity of work.
•Excellent computer skills and a strong working knowledge of Microsoft applications, particularly advanced skills in MS Excel
•Requires independent decision-making skills and demonstration of flexibility, originality, and resourcefulness for driving creative solutions
with problem solving and follow-up.
Job Closing Date 27/09/2019
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Last Updated: 13-2-2020 []
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