Workforce Scheduler - Cape Town at Engen

Who You Are:

• You are innovative and solution driven.
• You have excellent communication and interpersonal skills with exceptional stakeholder engagement skills. 
• You are an expert at problem solving.
• You are passionate about data analysis and analytical thinking.
• You have built reports that provide valuable business insights.

What you’ll have done before:

Baseline:

• NQF Level 6 (Diploma in Business Management/Statistics/Call Centre Management/Marketing).
•  3 years of Workforce Management in a call Centre/BPO environment with a minimum of 1 year as a Scheduler.
• Strong computer skills including proficiency in MS Office suite, particularly Advanced Microsoft Excel.
• Experience working on IEX scheduling tool or similar.
• Exciting Challenges you might face in the role:
• Monitor daily Contact Center performance to maximize Contact Center capacity and performance against service goals and recommend adjustments.
•  Achieving the set Service Level Agreement (SLA).
• Providing strategic input and analysis on special projects.

What you’ll be doing:

FORECASTING

• Keep abreast of changes initiated by the business which will impact the Email and Call Volume.
• Developing a range of relevant forecasts over appropriate forecast horizons.
• Forecast call volumes based on historical trends and new market information received from the business.

SCHEDULING

• Staffing – adequate to meet call centre target and call volumes.
• Scheduling – review shifts to meet call peaks and incorporate multi-skilled staff.
• Manage the planning & scheduling to ensure optimal utilization of call centre resources including vacation management, shift coverage, optimization of breaks, training and any other off-line activity.
•  Sign-off of schedules with relevant parties.
• Analyse and report on scheduled vs. actual information. (Schedule Adherence).
• Attempt to make call centre more cost effective from a call center staff cost perspective.
• Determine Long term Headcount & staffing requirements.

ANALYSIS AND MONITORING

• Ensure reporting needs are identified to provide the business with Contact Centre SLA performance. 
• Conduct budget and scenario analysis for operations and special projects. 
• Work in close conjunction with the Real Time Analyst (RTA) to ensure agent adherence & productivity is controlled & action is taken where appropriate.
• Monitoring all non-call handling activities to ensure efficient use of resources and consistent achievement of service level across all activities.
• Compile forecast accuracy and trend analysis of variance reports.
• Analyse data to generate reports for presentation to senior management and make recommendations for continuous improvement of the performance of the call centre.
•  Develop and enhance reporting mechanisms and maintain complex spreadsheet &/or models .
• Support quarterly and annual budget reporting, reconciliation, and generation .
• Manage the analysis of intra-day/daily service level performance, call volume, AHT, ASA, staffing, etc., and initiate real-time corrective actions to ensure acceptable service levels.

CONTINUOUS IMPROVEMENT AND EFFICIENCY

• Ensure call flow and systems are operating properly.
• Implement, monitor and revise programs, policies and procedures as required due to systematic change.
• Support special projects as needed. 
• Configure and Optimize workforce management systems.
•  Find Areas where improvement and enhancements are necessary on an ongoing basis