Workforce Scheduler at OneCart

Workforce Scheduling

• Ensure the Customer Experience teams are adequately resourced to achieve targets and service levels through planning, rostering, and real-time management of resources.
• Strive to achieve industry-leading contact centre performance and support the consistent achievement of individual and team key performance indicators (KPIs) through effective workforce planning and resource scheduling.
• Identify and manage issues and gaps in resourcing, and support ongoing operational efficiencies and improvements.
• Ensure schedules are optimised and cover all communication channels (calls, emails).
• Initiate and drive continuous improvement of rostering process through data analyses and reporting to Customer Centre Managers.
• Seek ways to enhance operational efficiencies through effective workforce planning.
• Completes Agents' schedules within agreed timeframes and in line with volumes, Average Handling Time and shrinkage forecasts
• Administration of extra time as governed by the scheduling process
• Maintain a sound knowledge of industry workforce planning contact centre developments, including worldwide best practices, new process/system developments, staff engagement and new products and software
• Ensure the Customer Experience teams are adequately resourced to achieve targets and service levels through planning, rostering, and real-time management of resources.
• Strive to achieve industry leading contact centre performance and support the consistent achievement of individual and team key performance indicators (KPIs) through effective workforce planning and resource scheduling.
• Identify and manage issues and gaps in resourcing, and support ongoing operational efficiencies and improvements.
• Ensure schedules are optimised and cover all communication channels (calls, emails).
• Initiate and drive continuous improvement of rostering process through data analyses and reporting to Customer Centre Managers.
• Seek ways to enhance operational efficiencies through effective workforce planning.
• Completes Agents schedules within agreed timeframes and in line with volumes, Average Handling Time and shrinkage forecasts
• Planned attrition to be loaded 3 weeks advanced schedule (coaching, meeting, huddles, training)
• Use peak and volume data according to trend
• Be able to advise the operational team of any changes in the shrinkage used for planning purposes. Ie. Increasing or reducing shrink, depending on the peak and trough weeks.

Reporting

• Ensures accuracy of exception capturing and real time reporting
• Review adherence and attrition are reported daily, weekly, and monthly.
• A rolling 1 month leave planning forecast
• Monthly sign off variable document
• Provides relevant Workforce Management reports as per operational requirements

Effective teamwork and Self –Management

• Maintain a positive attitude
• Take ownership of driving your career development (skills and knowledge)
• Plan and priorities, demonstrating abilities to manage competing demands to achieve agreed deliverables
• Communicate effectively, maintain relationships
• Follow any lawful and reasonable instruction from your line manager
• Act as part of the Workforce team by assisting other members of the team to achieve common goals
• Consistently live and be an example of the Company's values
• Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel
• Adherence to the company policies and associated company policies and procedures

Minimum Academic, Professional Qualifications & Experience required for this position

• Relevant Qualification
• 2-3 years experience working in workforce planning
• Experience using software to build and maintain complex forecasting models.
• Proficient with Microsoft Office Suite or related software