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Resource Planner D

Duties & Responsibilities Manage costs / expenses within approved budget to achieve cost efficiencies. Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions. Produce and allocate efficient schedules for agents and maximize agent utilization throughout the Contact Centre. Drive the various operational and tactical objectives of efficiently meeting the customer service demands and improving cost effectiveness within the greater customer contact centre environment. Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information Comply with governance in terms of legislative and audit requirements. Ensure that the correct number of people are scheduled at the right time to achieve and maintain a desired service level in the . Desired Experience & Qualification Relevant Degree or Diploma. Matric. 2 + years experience in the contact centre industry.• Highly numerate – Maths to Metric – Standard & higher Grade Exposure to Aspect eWFM system would be advantageous. Experience in working with and understanding contact centre schedules, rosters and adherence information will be advantageous. Knowledge of Contact Centre workforce .management systems will be advantageous Assess the impacts of absenteeism to minimise downtime and loss of clients and business growth.

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