WFM PLANNER

Description:

Position Title: WFM PlannerPosition Summary:The primary responsibilities of a Workforce Management (WFM) Planner includes:✓ Management of multiple accounts/sites end to end planning✓ Developing and maintaining accurate forecasting and capacity planning models to ensure efficient and effective staffing levels✓ Monitoring call center metrics to identify opportunities for improvement in staff utilization, schedule adherence, and customer service levels✓ Maintaining and adjusting employee schedules to ensure optimal coverage while minimizing costs✓ Providing regular reports and analysis of call center performance to management, highlighting areas for improvement and identifying potential solutions✓ Collaborating closely with call center personnel and support teams to ensure smooth operations and seamless service delivery✓ In addition to these technical skills, candidates for this position should possess strong communication and collaboration skills, as well as a keen attention to detail and a process-oriented mindsetKey Deliverables:✓ Managing multiple accounts/geographies end to end capacity planning, scheduling  rostering✓ Include developing staff schedules; collecting staff performance data; and customer feedback data, reviewing and analysing relevant data to identify problem areas, and preparing workforce analysis reports for business to inform their policies and decision making✓ Developing staffing schedules on WFM SUITEs and shift bids based on call volume and occupancy analysis, customer service level requirements, and budget guidelines✓ Monitoring service level and operational metrics, while making adjustments to staffing and forecasting models whenever necessary✓ Identifying ways to constantly drive efficiencies and process improvements across the accounts/sites to enhance customer service, drive down costs, and meet or exceed revenue targets.Requirement:✓ Matric (Minimum)✓ Excellent communication skills✓ A minimum of 1 year experience of working as a WFM Planner in a Contact Center Environment✓ Proficiency in MS Office✓ Advance Excel knowledge (Added benefit)✓ Knowledge of a WFM SUITE a minimum of 6 months experience of working on the tool is a must✓ Management of multiple clients/accounts is an added benefit✓ Management of multiple time zones is an added benefit✓ Clear credit and criminal records