Workforce Planner at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Advise the contact centre against trends and business cycles for the TIH Brands. Plan workload with trends and business cycles over the medium term and schedule for forecast in the short term. Monitor real time performance to achieve all associated performance metrics. Examine the short-term workforce and staffing needs for TIH Brands.

RESPONSIBILITIES

Customer Experience Strategy

• Perform analysis that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CXE strategy. Utilise historical data, economic trends, and current marketing events to fulfil short, medium, and long-term planning across multiple/omni channel environment.
• Analyse daily, weekly, and monthly trends to complete projected volumes, average handling time (AHT), occupancies and overheads. Analyse and discuss the previous week’s performance and the projected plan in regular standing meeting. Use these meetings to provide feedback to address any gaps about miscommunications or business issues related to systems or marketing.
• Complete impact analysis on new marketing campaigns, business initiatives and projects on the line of business in terms of Service Level Agreements, people, and infrastructure. Responsible for providing input for the budget headcount submissions annually.

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports. Make recommendations for adjusting staffing levels to maximise productivity and profit.

Work Scheduling and Allocation

• Schedule all agents to ensure that there are the right number of staff coverage. Complete the most optimal schedule per line of business and utilise based on volume forecasts and projected trends. Manage the scheduling of training by considering Line’s training needs. Schedule all necessary business development initiatives to support the business need and ensure that SLA and business is not negatively impacted. Complete all schedules and send to Line managers and stakeholders. Take the feedback into account and adjust the workload schedule. Once finalised communicate to all stakeholders. Adjust weekly schedule to meet business trends, economic trends and business demands to ensure SLA is met.

Project and Program Resource Management

• Manage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilisation. Manage the predicative scenario to determine optimal resource requirements for business productivity. Design according to each business line’s unique requirements based on contractual staffing arrangement. Ensure that resources requirements meet business needs and are aligned to overall business unit strategy and meet the SLA. Produce campaign and project scenario plans according to relevant business requirement documents.

Project and Program Stakeholder Engagement

• Build strong stakeholder relationships with transitions department to align business objectives, such as new business and campaigns. Communicate best practice in meetings.

Improvement / Innovation

• Determine trends and make recommendations for continuous improvement, based on daily and weekly reviews. Participate in leads meetings with operations management to review staffing and forecasted call volumes as required by business. Inform staffing strategy for FTE requirements for Sales and Service. Analyse daily Management Information report and provide commentary and reasons to improve the line. Identify and implement enhancements to operational processes through the WFM lens therefore driving improved Customer experience.

Operational Compliance

• Understand and implement Data Governance rules that exist within the Group by engaging with the Line Manager and Group Governance Organisation team through established forums/committees that seeks to create awareness among team members of these existing rules. Align all the department’s activities to adhere to the principles, policies, standards and guidelines issued by the DGO. Engage with line manager for understanding and clarity. Stay up to date with all schedule trends and best practice.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Identify further training that is in line with growth for this role and engage with the line manager for approval where required. Keep the line manager updated on training and growth process.

BEHAVIORAL COMPETENCIES

Plans and Aligns

• Plans and prioritizes work to meet commitments aligned with organizational goals. For example, stays focused on plans and improvises in response to changes, including risks and contingencies. Aligns own team's work with other workgroups. Looks ahead to determine and obtain needed resources to complete plans.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skilfully separates root causes from symptoms.

Persuades

• Uses compelling arguments to gain the support and commitment of others. For example, positions and packages ideas so that they will resonate strongly with a wide variety of stakeholders. Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors’ communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.

Interpersonal Savvy

• Relates openly and comfortably with diverse groups of people. For example, picks up on group interpersonal dynamics and finds ways to work effectively within these parameters; resolves difficult interpersonal situations within the team; works to build greater group harmony. Coaches team members on interpersonal skills.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.

Being Resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skilfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.

Situational Adaptability

• Adapts approach and demeanour in real time to match the shifting demands of different situations. For example, sees even subtle cues to adapt; deploys a wide range of behaviours to stay effective. Exemplifies flexibility and resourcefulness; responds deftly to a variety of challenges and situations.

Courage

• Steps up to address difficult issues, saying what needs to be said. For example, readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism. Demonstrates clear conviction in adversity; persists courageously in difficult circumstances.

Manages Conflict

• Handles conflict situations effectively, with a minimum of noise. For example, skilfully draws upon a wide range of perspectives in order to find optimal solutions to challenging situations. Actively identifies areas of agreement, builds solid consensus around them, and leverages these to resolve disagreements.

Action Oriented

• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.

Balances Stakeholders

• Anticipates and balances the needs of multiple stakeholders. For example, shows a strong commitment to identifying all relevant issues and making decisions that maximize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and responds with well-balanced, win-win solutions.

SKILLS

Data Collection and analysis

• Provide technical guidance when required to analyse data trends for use in reports to help guide decision making.

Planning and Organising

• Provide technical guidance when required to plan, organise, prioritise, and oversee activities to efficiently meet business objectives. Capacity Planning

Numerical Skills

• Use an understanding of numerical concepts to perform mathematical operations such as report analysis and provide technical guidance when required. Advanced Mathematical Ability

Computer skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages and provide technical guidance as needed. Q Story, Qlikview, Advanced MS Office, CMS, Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting, scheduling and RTA software, Exceptional data handling skills, Workforce management tool preferably Nice IEX

Verbal Communication

• Use clear and effective verbal communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Action Planning

• Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Policy and procedures

• Provide technical guidance when required to develop, monitor, interpret and understand policies and procedures, while making sure they match organisational strategies and objectives. Advanced knowledge in WFM principles, practices, and systems

Commercial Acumen

• Apply understanding of the business environment and objectives to develop solutions, while also providing technical assistance when necessary.

Customer Service Delivery

• Provide technical guidance as needed on meeting high customer service standards.

Compliance

• Provide technical guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.

Presentation creation

• Apply concepts of knowledge / skill and provide technical guidance when required.

Presentation skills

• Communicate with others and provide technical guidance when required to speak in a clear, concise and compelling manner. Advanced presentation skills (Executive level reporting).

Writing skills

• Use clear and effective writing skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Negotiation

• Provide technical guidance when required on how to help the organisation by obtaining consensus between two or more internal or external parties who may have different interests.

Strategic Planning

• Engage in strategic planning and provides technical guidance when required.

Requirements
EDUCATION

General Education

• Bachelor of Commerce/Information Technology or equivalent (Essential);
• BSc in Mats/Stats or Information Technology, Finance or a related field; BSc Hons (Advantageous);
• Lean Six Sigma White/Green Belt Certification (Advantageous)

EXPERIENCE

General Experience

• 5 or more years’ experience in a Workforce Management department of which three must be in planning and forecasting (Essential);
• Proven track record of variance scores achieved within industry standard range and acceptable to company standards (Essential);
• Understand omni channel blended environments (Essential);
• Previous workforce management experience (Advantageous);
• Experience in the financial services industry (Advantageous)