South Africa

Workforce Administrator/ Planner

Company Transation Capital Recoveries
Reference # WFAP_052020
Published 05/02/2020
Contract Type Permanent
Salary Market Related
Location Bellville, Western Cape, South Africa
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 Call Centre
Industries Financial Services
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.

•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.

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

•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 03/04/2020
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Last Updated: 13-2-2020 []
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