Scheduler (Durban)

Job Description

Job Overview:

The Scheduler role is intended to support the operations through accurately scheduling contact centre staffing & developing plans to align to demand and highlighting opportunities for improvement.

Job Responsibilities

• Production of schedules, including workload, resource requirements and resource planning in support of financial and operational targets based on historical trends.
• Reviewing the accuracy of schedules, and schedule adherence within the operation on an on-going basis ensuring minimum variance
• Production of timely and effective advisor and team-based schedules optimized to meet business needs for quality and efficiency, and to accommodate for Contact Centre drivers.
• Production of Interval, Daily and Weekly and Monthly Staffing Plans including all assumptions against requirements (IDPs)
• Assist in the achievement of operational targets through schedule optimization to maximise service delivery and productivity.
• Balancing activities / staffing to ensure that service levels are being met and invoke agreed plans to utilise the capacity and maximise productivity
• Provide accurate and timely pre and post impact assessments of proposed business or operational changes affecting the Contact Centre workload or service.
• Identifying overtime requirements and approval of annual leave in accordance with forecasts and communicated in a timely and effective manner to the Contact Centres and highlighted recruitment needs when required.
• Ensure that all service affecting incidents are documented and considered within the planning cycle
• Assisting in the successful implementation of WFM and its supporting process across the campaign.
• Presentation of schedules, IDPs, and analytics within internal and external meetings
• Deal efficiently and accurately with internal & external client queries
• Supporting team members and the organization with all WFM related tasks in the absence of their WFL/ Planning Analyst serving as the subject matter expert.

Job Requirements

• Minimum of 12 months experience working within a Call Centre of a large operation,
• A minimum of 3 months within in a Planning analyst role
• Grade 12 or equivalent NQF4 level qualification English and Maths essential
• Strong MS Excel Experience
• Previous experience on a WFM Tool
• Effective decision-making skills

Required Skills

• Planning and Organizational Skills
• Strong and adaptable communication skills
• Effectiveness and pays attention to detail Analytical skills.
• Logical thinking & Relationship Management
• Adaptability / Resilience with the ability to work under intense pressure.
• Good communication skills
• Strong Numerical Skills

Core Behavior

Huntswoods employees are described as dependable, driven and collaborative.

The job holder should align to our 6 Fundamental Values:

• Bring Your A Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

"It's not just about what we do, but the way we do it. And it's our values that make us special."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.

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