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| Job | Normal cost | Discount | Cost | Saving |
|---|---|---|---|---|
| 4 | R2,000 | 27% | R1,460 | R540 |
| 6 | R3,000 | 29% | R2,130 | R870 |
| 8 | R4,000 | 31% | R2,760 | R1,240 |
| 12 | R6,000 | 35% | R3,900 | R2,100 |
Senior Workforce Management Planner
| Remuneration: | cost-to-company |
| Location: | Johannesburg |
| Job level: | Mid/Senior |
| Type: | Permanent |
| Company: | THE SKILLS MINE |
Job description
Requirements:- A Bachelor’s Degree in Statistics, Mathematics, Data Science, Business Management, or any relevant field, with a strong emphasis on forecasting, analytics, and workforce/operations planning.
- A Genesys WFM certification/s
- Process/Workflow Improvement qualification (advantageous)
- A minimum experience of 4 to 6 years’ in Workforce Management within a contact centre environment
- A minimum experience of 2+ years’ with Genesys WFM (Cloud CX, Engage, or PureConnect; cloud experience preferred over on-premise)
Responsibilities:
- Analyse historical data and trends to produce short-term and long-term forecasts for multi-channel (voice, chat, email, etc.) contact volumes.
- Collaborate with business units and leadership to align forecasts with marketing, seasonal trends, and business initiatives.
- Create resource plans to meet forecasted demand while optimizing cost and efficiency.
- Design and maintain agent schedules across locations and time zones, ensuring optimal coverage and adherence to labour laws and agreements.
- Apply scheduling best practices within Genesys WFM (Cloud or Engage) to automate and enhance workforce deployment.
- Monitor service levels and staffing in real-time; take proactive steps to adjust staffing or reforecast when necessary.
- Coordinate with operations to respond to unplanned events (e.g., system outages, high call volumes).
- Generate and distribute performance reports (e.g., adherence, occupancy, forecast accuracy, SLA attainment).
- Deliver actionable insights and recommendations to improve forecast accuracy and scheduling effectiveness.
- Serve as a subject matter expert (SME) on Genesys WFM tools, driving enhancements and training initiatives.
- Work with IT and vendor teams to implement and optimize WFM system configurations and integrations.
- Partner with operations, HR, and training teams to align workforce plans with recruitment, training, and leave planning.
- Act as a mentor to junior WFM analysts and provide cross-functional support as needed.
Requirements
- Data Analysis
- Digital
- Forecasting
- Reporting
- Workforce Analysis
Posted on 05 Sep 10:31, Closing date 5 Oct
See also: Planner
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