Workforce Planner

You are a confident, driven and motivated Workforce Planner with sound experience delivering workforce management (WFM) processes in a call centre environment. You are detail oriented, analytical and process driven, and have excellent problem solving and decision-making skills. You enjoy working both autonomously and as part of a team and have the confidence to influence and communicate with stakeholders at all levels, and to work in a fast paced complex environment with conflicting priorities. You have good knowledge of contact centre and customer service centre operations and the factors that influence them, and have advanced knowledge of workforce planning software, ACD software and hardware, and CRM systems. You are a respectful and professional person who demonstrates exceptional moral values in everything you do.

• About the role

Reporting to a Workforce Manager, you will deliver daily, weekly and monthly reporting on WFM performance; and provide analysis of daily performance and trends. You will develop timely schedules, ensuring these are aligned to forecasted workload requirements; run root cause analyses to identify continuous improvement opportunities in contact centre performance; and provide mentoring and development support to Real Time Analysts.

• To be successful in this role, you will have : _
• The highest levels of personal integrity and ethical behaviour
• Good understanding of Workforce Management Methodologies and Principles
• Knowledge of Genesys WFM or other WFM software, ACD software and hardware
• Understanding of Contact Centre operations and factors that influence them
• Sound judgment and decision-making ability
• Excellent communication skills, booth verbal and written