Consultant Contact Management and Resource Planner at Standard Bank Group

JOB DESCRIPTION

• The resource planner is responsible for productivity and resources planning, including scheduling composition for consultants and resource forecasting, to ensure optimal customer service level as per consultation with business partners. The role encompasses the associated systems administration required to ensure that the resources have access to the relevant telephony systems. 

QUALIFICATIONS

Qualifications

• Tertiary qualification 

Experience

• 1 to 3 years minimum experience in a dialler environment where focus was placed on all aspects of Campaign Management (Calling, SMS and Idialler, ISMS, Blaster)
• Analytics 
• Stakeholder Management 
• Experience of Quality Assurance and Service Monitoring 

ADDITIONAL INFORMATION

Behavioral Competencies

• Leadership and relationship management skills
• Must be able to demonstrate resilience and perseverance in dealing with business units 
• Able to handle pressure and conflict
• Persuasive and assertive
• Forward thinking, action orientated (results driven)

Technical Competencies

• Advance Excel Skills and Visio
• Aspect (UIP and WFM) technology understanding
• Aspect Scheduling and Forecasting