Resource Planner at Sanlam Group

• The Business Shared Services unit is responsible for all the servicing needs of these clients once the new business has been finalised.  This includes all incoming service channels e.g. Call, Mail, Fund and Claims centres.  We also provide back-office maintenance services including data remediation.

What will you do?

• Monitor, analyse and forecast short- and medium-term workload requirements
• Configure and optimize the workforce management system
• Design and implement schedules
• Communicate with all role-players regarding resource needs
• Produce and publish accurate staff schedules to meet the agreed SLA.
• Produce regular internal Forecasting and Scheduling reports to show the achieved levels of accuracy and provide an analysis of the contributory factors in the case of variances
• Provide business analysis to support optimization of processes, resources, and related systems
• Keep work-force management data up to date

What will make you successful in this role?

Role Requirements:

Qualifications:

• Bachelor’s degree in Business Administration and/or Computer Science.

Knowledge and Experience: 

A minimum of 4 years’ experience, with the following knowledge:

• Workforce Management Systems
• Good understanding of MS Excel, Access, Visual Basics and Sequel
• Excellent communications skills
• Ability to effectively work with senior staff and management in a Client Contact Centre.
• Solid knowledge of call centre nuances including call patterns, AHT, adherence etc.
• Good understanding of resource forecasting processes and modelling.
• Excellent report writing skills.
• Experience with information technology supporting a contact Centre environment

Competencies:

• Strong mentoring skills
• Ability to negotiate and influence at all levels across the business.
• Strong analytical skills.
• Presentation Skills.
• Excellent interpersonal skills.  
• Ability to work to tight deadlines.
• Excellent customer service skills.