Job Description

Listing reference:

track_001456

Listing status:

Online

Apply by:

10 September 2025

Position summary

Industry:

IT & Internet

Job category:

Customer Service

Location:

Randburg

Contract:

Permanent

Remuneration:

Market Related

EE position:

Yes

Introduction

The Resource Planner will be responsible for daily Alvaria WFM updates and administration, intraday processes, agent scheduling, call /staffing, results forecasting to drive and maintain Service Level objectives and maximise efficiency and occupancy within the Tracker Contact Centres.

Job description

Accurately forecast staffing requirements Creation of agent schedules that optimise business needs and resources Schedule Optimisation when required, based on business and operational requirements Real-time Adherence Monitoring Intra-Day tracking and adjustments to improve intra-day staffing level predictions Optimize meetings, training and other off-phone activity requests Maximize occupancy and minimize over and under resource utilization Completion of Aspect WFM administrative tasks as may be requested by the assigned business units and the reporting manager Analysis and interpretation of Data Pro-active management of changes ensuring effective shift patterns Effective communication and recommendations based on real-time and historical data Frequently visit assigned business areas and hold forecasting and shrinkage meetings as agreed with your reporting manager Assist the Customer Service Business areas through on-going training and support and the revision and enhancement of existing processes where necessary Compilation of reports from WFM and related information, as required

Minimum requirements

Matric Certification or equivalent in Telephony Administration or Customer Service Diploma or Degree in IT or similar field advantageous Minimum 2 year working experience with WFM (Workforce Management), including forecasting, scheduling, tracking, optimization, monitoring and reporting 1 year experience in a leadership role Minimum 3 years' experience in call centers Experience in the Tracker contact centre environment preferred Produce written documents in English MS Office Tools (Word, Excel, PowerPoint)

Required Competencies:

Results driven/Goal orientated Able to work under pressure Able to work independently and as part of a team Pro-active approach to work Excellent problem-solving ability Excellent time management and attention to detail Confident and assertive Analytical Intuitive

Should you not hear from us within 4 weeks, please consider your application unsuccessful.

Benefits

Medical Aid, Provident Fund