Position Title: WFM Planner Position Summary: The primary responsibilities of a Workforce Management (WFM) Planner includes: ? Management of multiple accounts/sites end to end planning ? Developing and maintaining accurate forecasting and capacity planning models to ensure efficient and effective staffing levels ? Monitoring call center metrics to identify opportunities for improvement in staff utilization, schedule adherence, and customer service levels ? Maintaining and adjusting employee schedules to ensure optimal coverage while minimizing costs ? Providing regular reports and analysis of call center performance to management, highlighting areas for improvement and identifying potential solutions ? Collaborating closely with call center personnel and support teams to ensure smooth operations and seamless service delivery ? In addition to these technical skills, candidates for this position should possess strong communication and collaboration skills, as well as a keen attention to detail and a process-oriented mindset Key Deliverables: ? Managing multiple accounts/geographies end to end capacity planning, scheduling rostering ? Include developing staff schedules; collecting staff performance data; and customer feedback data, reviewing and analysing relevant data to identify problem areas, and preparing workforce analysis reports for business to inform their policies and decision making ? Developing staffing schedules on WFM SUITEs and shift bids based on call volume and occupancy analysis, customer service level requirements, and budget guidelines ? Monitoring service level and operational metrics, while making adjustments to staffing and forecasting models whenever necessary ? Identifying ways to constantly drive efficiencies and process improvements across the accounts/sites to enhance customer service, drive down costs, and meet or exceed revenue targets. Requirement: ? Matric (Minimum) ? Excellent communication skills ? A minimum of 1 year experience of working as a WFM Planner in a Contact Center Environment ? Proficiency in MS Office ? Advance Excel knowledge (Added benefit) ? Knowledge of a WFM SUITE a minimum of 6 months experience of working on the tool is a must ? Management of multiple clients/accounts is an added benefit ? Management of multiple time zones is an added benefit ? Clear credit and criminal records
