We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of.
We deliver resourcing, outsourcing and advisory services from complaints to customer service, remediation to resilience – bringing together the pe...
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Production of forecasts, including workload, resource requirements and resource planning in support of financial and operational targets based on historical trends.
Reviewing the accuracy of forecasts on an on-going basis ensuring minimum variance
Complete trend analysis to understand reasons for customer contact/ changes in demand & workload, and present findings along with recommendations regularly to the relevant stakeholders
Production of timely and effective advisor and team-based schedules optimized to meet business needs for quality and efficiency, and to accommodate for Contact Centre drivers.
Production of Interval, Daily and Weekly and Monthly Staffing Plans including all assumptions against requirements (IDP’s)
Assist in the achievement of operational targets through schedule optimization to maximise service delivery and productivity.
Balancing activities / staffing to ensure that service levels are being met and invoke agreed plans to utilise the capacity and maximise productivity
Provide accurate and timely pre and post impact assessments of proposed business or operational changes affecting the Contact Centre workload or service.
Identifying overtime requirements and approval of annual leave in accordance with forecasts and communicated in a timely and effective manner to the Contact Centres and highlighted recruitment needs when required.
Ensure that all service affecting incidents are documented and considered within the planning cycle
Assisting in the successful implementation of WFM and its supporting process across the campaign.
Presentation of schedules, IDP’s, forecasts and analytics within internal and external meetings
Deal efficiently and accurately with internal & external client queries
Supporting team members and the organization with all WFM related tasks in the absence of their WFL serving as the subject matter expert
Job Requirements
Effective decision-making skills
Minimum of 12 months experience working within a Call Centre of a large operation,
A minimum of 6-12 months within in a Planning analyst role
Grade 12 or equivalent NQF4 level qualification – English and Maths essential
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