Workforce Planner at iKhokha

So, what will you do?  

• You’ll play a key role in boosting the effectiveness and efficiency of our Retentions Department. Your main tasks will include crafting smart Workforce Planning solutions that drive business decisions. This means forecasting needs, reviewing resource requirements, aligning with demand, and spotting opportunities for improvement. 

In addition to the above, you will:  

• Create schedules based on forecast and ticket/ volume trends to ensure that shifts are adequately covered/ staffed particularly at peak times. 
• Oversee and maintain the Workforce Management (WFM) Platform / System from a scheduling perspective.  
• Schedule voice and non-voice campaigns as well as schedule offline activity for the coaching and training of agents and team leads. 
• Manage service level and abandonment rates. 
• Manage shrinkages, schedule and break adherences. 
• Work on real-time tickets related to schedule change requests and non-production requests.  
• Create detailed reports and presentations that outline revenue performance and provide actionable insights to stakeholders regularly. 
• Analyse historical trends, business changes and operational effectiveness.   
• Real-time monitoring and report schedule deviations e.g. absenteeism, late-coming, early log-off and other schedule non-adherence.  
• Responsible for real time reporting/monitoring and tracking of WFM compliance.  
• Liaise with the respective line managers and/or Talent regarding any compliance – related matters or potential changes or breaches in the Company Policies and procedures.  
• Develop and implement workload, capacity and financial forecast models that allow for future planning in line with operational requirements.  
• Ensure that the workforce schedules possess the necessary skills to meet current and future demands (taking into account leave, terminations, onboarding etc.). 
• Assist in the successful implementation of workforce management and its supporting process across the supporting and contact center teams with all workforce management related tasks in the absence of their managers.  
• Assist with ad hoc workforce management tasks / activities for the broader business as and when requires.  
• Stay updated on industry trends and incorporate new methods to improve workforce planning accuracy. 
• Participate in projects aimed at improving overall business performance through effective workforce management. 

Qualifications

• Matric 
• Certification in Workforce Management (highly advantageous) 

Deal Breakers:  

3-5 years’ experience in the following:  

• Experience in the call center environment 
• Understanding of Labour Laws and legislation 
• Experience with advanced forecasting and scheduling techniques 
• Knowledge of call center operations and performance metrics 
• Working knowledge of call centre systems and processes (preferrable) 

Additional Information

Perks of joining the Tribe

• Work in a high-growth company with tangible results you're accountable for. 
• Enjoy hybrid, remote, and in office work models. 
• Competitive remuneration and benefits, including Medical Aid and Group Risk scheme contributions. 
• Be guided by visionary leadership. 
• Seize the opportunity for study leave.   
• Access to on-demand learning and development. 
• Experience a friendly, collaborative culture with a team of all-round-lekker humans (it’s true, we surveyed our Employees and they told us so). 
• If you find yourself at HQ, coffee on tap and a selection of hot beverages provided by our very own onsite Barista.