Job Description
Position Purpose: The Planner in Workforce Management (WFM) provides proactive, solutions-oriented support for the Contact Centre management and continuous improvement of workforce processes, policies and procedures. The four key components of workforce management are forecasting work volumes, calculating staffing needed, creating applicable schedules and monitoring real-time adherence for efficient contact centre operations. To minimise operational risks linked to poor staffing allocation and ensure all service channels remain stable, adequately resourced and aligned to business demand.
Experience: 2 – 4 years relevant workforce management planning within Medical Scheme Administration Industry or similar.
Solid working experience with scheduling and planning in :
- Outbound calls
- Digital platforms
- Walk-in areas
Qualifications: Advantageous: A relevant degree in Business Administration or Math...