Tracker South Africa was established in 1996 and currently connects over 1 million vehicles, making it the region’s dominant brand. To most people, Tracker is seen as a Stolen Vehicle Recovery (SVR) company, and while SVR is still at the core of our business, we have evolved significantly over the last 20 years.
Through a culture of continuous innovation...
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
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