Workforce Planner at Stellar

Forecasting

• Produce highly accurate forecasts for key planning inputs including call demand, AHT, attrition and staffing requirements ranging from short to long term
• Continuously reviewing the accuracy of all forecasts produced and ensuring input gained from key stakeholders
• Facilitate regular client, and centre meetings for forecasting direction and input.
• Facilitate regular forecast sign off meetings for commercial staffing requirements, with external\internal stakeholders.

Planning

• Prepare analysis and recommendations for long-term planning and recruitment (Staff, Seats etc.)
• Ensure that long and short-term plans are flexible, cost effective and achieve a balance between client and centre needs
• Develop quality processes to ensure right first-time execution of plan production

Post Event Analysis

• Conduct post event analysis to determine effectiveness of forecasting and planning outputs
• Develop business and process solutions that will improve forecasting and planning outputs

General

• Proactively build customer relationships with relevant call centre employees and external client representatives to ensure a sound platform for operational and contract KPI success is delivered to the centre
• Develop business partnerships at Centre and General Manager Level, leading to the knowledge of impacts of planning theory and practical implementation
•  Assist with enquiries related to the entire planning process, including recruitment strategies
• Join and lead team streams for on boarding of new business, and disengagement of exiting business in SME capacity.
• Deliver internal budget planning forecasts for long term budget planning
• Support and deliver knowledge to the business in formulation tender response

Salary - R22,000 -R25,000 CTC per month