Lo msebenzi uphelelwe. Closing date yawo ibi nge 17 ka January 2022.

WFM Scheduler (BPO Contact Centre)

Altron Bytes People Solutions - Cape Town, Western Cape

Full-Time | Call Centre

Closing date yi 17 ka January 2022

Altron Bytes People Solutions WFM Scheduler (BPO Contact Centre) Cape Town

Purpose

  • The purpose of the role is to plan, schedule and forecast resources to ensure that the correct number of Agents are assigned in the Contact Centre effectively and actively.
  • The WFM Planner also ensures that the service levels with clients are met whilst minimizing costs.

Requirements

  • Minimum matric or related NQF qualification
  • Diploma/Degree would be advantageous
  • Team Leader qualification advantageous
  • Minimum of 1 years’ experience in a call centre environment
  • Minimum of 1 years’ working experience within WFM environment
  • Working with a WFM software advantageous

Responsibilities

  • Creating and adjusting forecasts to determine the required staffing levels by projecting call volumes, call duration and required staffing levels using current trends and historical data.
  • Managing the day-to-day staffing in case of unexpected rises in contact volumes or absenteeism.
  • Creation of a business continuity plan to accommodate unexpected rises in contact volumes or absenteeism.
  • Completing of root-cause analysis to determine and quantify the reasons for variances in the forecasts and recommending amendments accordingly to enhance the efficiency and effectiveness of the Contact Centre.
  • Scheduling of staff considering applicable shrinkages to ensure meeting of service levels while minimizing cost.
  • Ongoing meetings with clients to sign off agreed upon staffing.
  • Continuous and dynamic optimization of schedules.
  • Ensuring that all reports originating from the Contact Centre Agents are accurate and reliable.
  • Engaging in and performing other duties and responsibilities not specifically outlined herein, but which are inherent to the role of WFM Planner.

Lo msebenzi uphelelwe. Closing date yawo ibi nge 17 ka January 2022.

Lo msebenzi ufakwe ngu Tebuho Moshoeshoe nge 5 ka January 2022