Sanlam Careers Bellville – Resource Planner

Job Description:

As a company we believe in creating and cultivating a positive, energised working environment that gives you every opportunity to achieve success. Sanlam is committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.

Job Responsibilities:

• Produce regular internal Forecasting and Scheduling reports to show the achieved levels of accuracy and provide an analysis of the contributory factors in the case of variances
• Provide business analysis to support optimization of processes, resources, and related systems
• Produce and publish accurate staff schedules to meet the agreed SLA.
• Communicate with all role-players regarding resource needs
• Keep work-force management data up to date
• Configure and optimize the workforce management system
• Design and implement schedules
• Monitor, analyse and forecast short- and medium-term workload requirements

Job Requirements:

• Ability to negotiate and influence at all levels across the business.
• Excellent inter-personal skills.
• Ability to work to tight deadlines.
• Presentation Skills.
• Excellent customer service skills.
• Strong analytical skills.
• Experience with information technology supporting a contact Centre environment
• Excellent report writing skills.
• Strong mentoring skills
• Good understanding of resource forecasting processes and modelling.

Qualification & Experience:

• Expert with Workforce Management Systems
• Minimum of Bachelor’s Degree in Business Administration and/or Computer Science.
• Good understanding of MS Excel, Access, Visual Basics and Sequel
• Excellent communications skills with a focus on the ability to liaise with senior staff within the Client Contact Centre.
• Solid knowledge of call centre nuances including call patterns, AHT, adherence etc.
• A minimum of 2-3 years’ experience, with the following knowledge:

Job Details:

Company: Sanlam

Vacancy Type:  Full Time

Job Location: Bellville, Western Cape, SA

Application Deadline: N/A

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