Experienced Workforce Planner with a demonstrated history of working in the financial services industry. Skilled in Service-Level Agreements (SLA), Avaya Products, Workforce Management, Contact Centers, and Management. Strong program and project management professional with a Advance Diploma focused in Business Administration and Management, General from University of the Western Cape.
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Experience
Capfin
Oct 2013 – Present
Cape Town
Lead workforce planner
The purpose of this role:
Is to produce accurate forecasts of operations activities and resource requirements using workforce management tool (Teleopti) as well as business intelligence information systems. Another major responsibility is to lead a team of one junior planner + two RTA’s to accurately generate staff schedules and ensure optimal service levels in the call center are maintained on a real time level.
The duties of this role:
Gather information about marketing, credit and process changes, special events and days that affects forecasts. Ensure accurate and updated consultant data available in system. Produce short term (4 weeks) detail forecasts that will be used for staff scheduling. Produce medium term (2 months) forecasts (for leave planning). Produce long term forecasts for capacity planning and budgets. Do what-if scenarios to determine impact of different variables on the resource requirements. Assisting junior planner to produce timeous and accurate workforce schedules based on forecasts, staff requirements and labor legislation. Facilitate approval of schedules by call center management. Effective communication of schedules to call center staff (team leaders and consultants). Facilitate shift swopping and bidding requests. Feedback to management on KPI’s. Ensure continues improvement of forecasting and scheduling accuracy by evaluating results and planning where required. Regular interaction with real-time analysts and operations to identify issues and opportunities. Regular interaction with business intelligence team to ensure accuracy and completeness of data used in forecasting, as well as analyzing changes in trends. Provide continuous support to the team through weekly and monthly engagements on a one on one basis as well as a team basis. Provide continuous support to the team through being a mentor and upskilling the team in areas where lacking.
