Resource Planner at Tracker Connect (Pty) Ltd

Introduction

• The Resource Planner will be responsible for daily Alvaria WFM updates and administration, intraday processes, agent scheduling, call /staffing, results forecasting to drive and maintain Service Level objectives and maximise efficiency and occupancy within the Tracker Contact Centres.

Job description

• Accurately forecast staffing requirements
• Creation of agent schedules that optimise business needs and resources
• Schedule Optimisation when required, based on business and operational requirements
• Real-time Adherence Monitoring
• Intra-Day tracking and adjustments to improve intra-day staffing level predictions
• Optimize meetings, training and other off-phone activity requests
• Maximize occupancy and minimize over and under resource utilization
• Completion of Aspect WFM administrative tasks as may be requested by the assigned business units and the reporting manager
• Analysis and interpretation of Data
• Pro-active management of changes ensuring effective shift patterns
• Effective communication and recommendations based on real-time and historical data
• Frequently visit assigned business areas and hold forecasting and shrinkage meetings as agreed with your reporting manager
• Assist the Customer Service Business areas through on-going training and support and the revision and enhancement of existing processes where necessary
• Compilation of reports from WFM and related information, as required

Minimum requirements

• Matric
• Certification or equivalent in Telephony Administration or Customer Service
• Diploma or Degree in IT or similar field advantageous
• Minimum 2 year working experience with WFM (Workforce Management), including forecasting, scheduling, tracking, optimization, monitoring and reporting
• 1 year experience in a leadership role
• Minimum 3 years’ experience in call centers
• Experience in the Tracker contact centre environment preferred
• Produce written documents in English
• MS Office Tools (Word, Excel, PowerPoint)
• Required Competencies: 
• Results driven/Goal orientated
• Able to work under pressure 
• Able to work independently and as part of a team
• Pro-active approach to work
• Excellent problem-solving ability
• Excellent time management and attention to detail
• Confident and assertive
• Analytical
• Intuitive

Deadline:10th September,2025