Jobs Today , Customer Service , Location Western Cape Town

Jobs Today , Customer Service , Location Western Cape Town

Category Customer Service
Location Western Cape (Cape Town)
Company Direct Axis | Jobs at Direct Axis
Contract Full Time
Benefits Medical Aid, Pension
Expires Dec 31, 2011
Workforce Planner
Overview

DirectAxis is a specialist financial services company that provides clients with a direct connection to loans and insurance.
We currently have an exciting career opportunity for a Workforce Planner. The core focus of this role is to provide intra-day, daily, weekly, monthly and annual projections to establish capacity requirements. You will also be analyzing call centre volume, staff productivity, and call patterns to optimize staffing levels. With your experience, you’ll be able to use analysis to forecast and develop scheduling models to meet business unit objectives.

Requirements:

• Matric
  
• Advanced computer literacy skills (on MS Excel, MS Outlook, MS Word, MS Access)
  
• A good working knowledge of call centre practices, policies and procedures is advantageous
  
• A good working knowledge of workforce / call centre systems and other related systems are essential

Competencies / skills required:

• Superior analytical, staffing and technical skills required to interpret and analyze system data
  
• Ability to meet deadlines & complete tasks with minimal supervision
  
• Ability to work within a dynamic, highly pressurised environment
  
• Planning and organising
  
• Decision making
  
• High analytical capability
  
• Good verbal and written communication in English
  
• Ability to multi-task and prioritise
  
• Flexibility and ability to respond quickly to change requests
  
• Strong analytical capabilities and excellent verbal and written communication and presentation skills

Experience:

• A minimum of 2 years relevant / similar experience within a call centre
  
• Experience with ACD reporting, scheduling and forecasting is essential
  
• Solid understanding/ working experience of call centre workforce management tools and theories is essential

Duties and Responsibilities:

• Create call volume & handle time forecasts through a workforce management product
  
• Develop projections of capacity needs based on call volume (including growth and attrition trending) forecasts
  
• Planning and schedule administration to ensure optimal utilization of call center resources including leave management, shift coverage, optimization of breaks & lunches and training
  
• Reporting and Analysing
  
• Managing the analysis of intra-day/daily service level performance, call volume, AHT, ASA, staffing and initiate real-time corrective actions to ensure acceptable service levels
  
• Provide feedback on identified variances and presents options/alternatives to meet business goals
  
• Real Time Monitoring
  
• Monitor Service Levels through the business to ensure that standard benchmarks are being achieved
  
• Monitor idle and abandoned rates for staff working on dialler campaigns.

We are committed to the principles of Employment Equity. Should you wish to apply, please feel free to visit our website on http://www.directaxis.co.za
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