Distell Jobs Western Cape – Temp Junior Workforce Planner

Job Description:

Applications are invited for the above-mentioned position at the Distell Shared Service Centre (SSC) in the CIC Operations Support Department based at Tygervalley. The successful applicant will report to the Workforce Planner.

Job Responsibilities:

Reporting to the Workforce Planner/Manager, the Temp Junior Workforce Planner is responsible for embedding workforce planning processes within the SSC.  Workforce Planning is accountable for planning and processes to optimise the productivity of SSC employees, forecasting labour requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day, weekly, and monthly basis.

• Implement and manage best practice operational workforce planning process/methods.
• Manage staffing schedules based on a forecast, providing a balance of available resources to achieve effective and efficient service level goals
• Supports SSC management by optimising the staffing requirements that fit sites needs
• Effectively utilise historical data and recent trends to schedule according to forecasted monthly, weekly, and daily volumes
• Research, analyse and produce contact centre reports, dashboards and schedules
• Act as subject matter expert and maintain strong working relationships to ensure effective reporting, problem-solving, and issue resolution
• Conduct observations measuring average handle times for various tasks across multiple teams
• Building a strong relationship with the operations team to ensure proper execution of the capacity plan as well as providing general education regarding the best workflow management practices, increasing schedule discipline, and decreasing tardiness
• Be actively engaged with queue and routing mechanisms to make proactive changes for long-term trends, as well as real time adjustments for events that occur
• Monitoring and measuring the impact of operational workforce planning on business outcomes
• Monitor Intraday Consultant productivity and AHT
• Report Intraday Contact Centre Performance

Job Requirements:

• Matric with Relevant tertiary qualification
• Demonstrated experience in designing and implementing operational workforce planning methods/processes
• 2-3 years’ Workforce Planning experience in a Shared Services Customer Interaction Sales Environment / Contact Centre Environment
• Minimum 2 years of experience analysing data and developing trend reporting required
• Excellent written and verbal communication skills
• Ability to proficiently use all MS Office products – advanced Excel
• Strong analytical and problem-solving skills
• Experience in Contact Centre Real-time adherence (RTA)
• Experience working within a complex project-based environment would be advantageous
• Intermediate to Advanced Excel and data visualisation skills

Job Details:

Company: Distell

Vacancy Type:  Full Time

Job Location: Tygervalley

Application Deadline: N/A

Apply Here

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