Capacity Planning Analyst at WesBank

Job description

Purpose:

The Capacity Planning analyst analyses, interprets and normalizes historical data and trends with the objective to produce value adding management information and business reports. The incumbent interprets and anlayses historical workload data to a granular level, per half-hour intraday intervals, intraday level and external factors economic that might affect workload. A forecast is then prepared to determine forward looking business requirements in terms of required headcount, business requirements are transformed into workable schedules that comply with Company policies and labour legislation. On a real time bases the Capacity Planning Analyst provides input in terms of business specific recommendations, actions ad hoc schedule adjustments, and monitors schedule adherence. This role plays a critical part to add value to customers by delivering operational efficiency recommendations that will improve business operations.

Responsibilities:

• Produces accurate macro and micro forecasts
• Contributes to cost efficiencies
• Promotes teamwork amongst peers and team members
• Creates workforce plans to enable optimal customer service delivery
• Provides internal customers with management information to optimise business decisions
• Monitors adherence to workforce schedules
• Partners with business to enable optimized capability and minimize costs
• Creates solutions to meet customer demands
• Ensures continuous process improvement to enable effective operational processes

Experience:

One year experience in a contact centre Experience leading a team and or planning schedules is

Qualification:

• Minimum Qualification - Grade 12 / National Certificate
• Preferred Qualification - Higher Certificate / Advanced National Diploma with Analytics, Mathematics and / or Statistics

   

All appointments will be made in line with WesBank's EE plan.