Resource Planning Analyst at Mukuru

Resource Planning Analyst

• The Resource Planning Analyst reports to the Workforce Manager. The Mukuru Contact Centre operates in a dynamic, fast-paced, multi-channel environment, supporting diverse products and customer bases across multiple geographies and languages. Service excellence is at the core of our customer promise, and the ability to match staffing with fluctuating demand is key to meeting our service levels and operational efficiency goals.
• The Resource Planning Analyst plays a central role within the Workforce Management team, providing the foundational planning and scheduling functions that support optimal staffing, adherence to SLAs, and operational agility.
• This role requires a blend of analytical capability, deep operational understanding, and the ability to collaborate across functions to ensure that the contact center remains well-resourced and responsive to business needs.

Key Performance Areas & Role Objectives

Forecasting & Planning

• Develop comprehensive long-term plans to meet organizational goals.
• Analyze data to inform and support strategic planning decisions.
• Optimize resource usage for improved efficiency and effectiveness.
• Forecast future needs and trends using market insights and data.
• Deliver reports and presentations for senior management.
• Collaborate across departments to align planning with strategic goals.
• Embrace automation and WFM technology to boost performance.

Scheduling & Rostering

• Build and publish accurate and efficient agent schedules.
• Ensure adherence to SLAs, business rules, and shrinkage parameters.
• Forecast volumes and staffing needs; continuously refine for accuracy.
• Monitor schedule adherence and adjust to meet shifting demands.
• Coordinate closely with Operations Leads and Real-Time Analysts to ensure headcount coverage.

Real-Time Monitoring

• Monitor all queues in real time to maintain service level targets.
• Ensure agents are performing within set benchmarks.
• React to fluctuations in performance to maintain optimal service delivery.

Stakeholder Collaboration

• Act as a key communication point for workforce-related updates.
• Proactively inform teams of contact pattern shifts or volume surges.
• Work with support teams to adjust routing and workload distribution.

Team Support & Assistance

• Provide backup and assistance to the Workforce Manager and team.
• Take on task ownership for analysis, reports, and project components.
• Offer insights to improve staffing efficiency and reduce overheads.

Efficiency Reporting

• Compile insightful daily, weekly, and monthly reports.
• Monitor KPIs like shrinkage, adherence, and occupancy.
• Make informed recommendations to drive better planning outcomes.

Professional Development

• Own your performance goals and tracking.
• Engage in regular performance and KPI review sessions.
• Stay up to date on product, service, and system changes.

ESSENTIAL REQUIREMENTS

• Formal Education
• Grade 12 / Matric (Essential)
• Degree or Diploma in a related field (Desirable)
• Proven track record in Workforce Management methodologies
• 2 Years experience in Workforce Management

Job Competencies

• Analytical thinking and strong problem-solving abilities
• Time management and organizational skills
• Cross-functional collaboration and communication
• Proactive, solutions-focused approach
• High level of integrity and discretion with sensitive data