Work Force Planner- Contact Center at Human Capital Synergies Africa Ltd

Details:

Our client an outstanding contact center and Business Process Outsourcing (BPO) Company is looking to hire a competent and self-driven candidate to fill in the position of a Work Force Planner . He will be tasked with all Work Force Management tasks within the department. His/her key roles will include attendance and scheduling functions, as well as preparation of monthly payroll.

Roles and Responsibilities

• Communicate with management and operations team to ensure compliance with company standards.
• Maintain running report of attendance incidents.
• Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
• Prepares intraday reports on staff attendance.
• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Monitor attendance and schedule adherence.
• Processes schedule trade requests for posted schedules
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Provides analytical support for special projects.
• Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.
• Communicates and works with staff members, management, Human Resources, and Accounting.

Skills and Qualifications

• Holder of a degree in a business related course.
• At least 2 to 3 years’ experience in a similar role in a contact center
• Must have managed Rostering and scheduling experience
• Must have planning workload experience for work vs. output vs. staff needs
• Must have ability to demonstrate planning experience models in excel
• Must have worked with leaders in departments for planning and processes
• Must have MIS reporting experience
• Cost control experience will be an added advantage
• Must have strong operational logistics process experience
• Project management experience mandatory is desirable