Workforce Planner

Purpose Statement

To partner with relevant teams to attain accurate staffing projections and manage the respective workforce operations, including systems and users, identifying potential bottlenecks, conducting detailed/objective analysis so that the necessary data and information is available for on-going daily operations and planning.

Experience

Minimum:

• 3 years’ workforce planning, scheduling experience with at least 1 years’ experience working in a contact centre type environment
• Practical experience conducting analysis and generating volume forecasts, AHT forecasts, and headcount models.
• Experience using workforce management tools/software
• Exposure to analysis and presenting of findings in reports, forecasts, trends, and recommendations to the team and senior management

Ideal

• Technical understanding of Capitec Bank’s integrated systems, structure and infrastructure

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational
• A relevant tertiary qualification in Information Technology or Business Management

Qualifications (Ideal Or Preferred)

• Bachelor's Degree in Information Technology - Computer Science or Business Management

Knowledge

• Knowledge of Capitec Bank policies, procedures and products and / or Capitec Bank Contact Centre Operations
• Client relationship principles and environment
• Understanding of process in the relevant business area
• Regulations relating to predictive diallers
• Liaising with internal stakeholders

Skills

• Communications Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Commercial Thinking Skills
• Negotiation skills
• Reporting Skills
• Analytical Skills
• Problem solving skills
• Interpersonal & Relationship management Skills
• Attention to Detail
• Planning, organising and coordination skills
• Numerical Reasoning skills

Conditions of Employment

• Clear criminal and credit record

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.

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