RESOURCE PLANNING OFFICER

Job Purpose: Ensure maximum network resource productivity and efficiency by
use of resource planning in order to achieve targeted service levels. Maximise
the value of the data held in the systems by analysing it, using innovative
methods, requirements of management and extract insights using creative data
mining approaches. Job Outline: Generic: - Work as part of team and follow
established operating standard and procedures to meet requirements with high
quality outputs and contribute to the division achieving its goals. -
Communicate regularly with Contact centre operations teams to identify
report/schedule requirements and adherence issues and their impact on the
business. Create a plan of action to maintain network and contact centre
service levels. - Have a through knowledge of Corporate Emergency Response
policies and procedures to ensure immediate activation, when required, during
an unforeseen event. - Participate in a rotating remote support team for
Global Connect to ensure 24x7 coverage across the network, in relation to
technical and operational incidents. - Resource Planning - Develop weekly
roster on agreed cycles ensuring schedules optimise available resources.
Develop interaction forecasts, annual leave and training plans based on
strategic direction established GCRPT for each contact centre ensuring each
area has adequate staff to meet service levels. Produce and maintain employee
schedules which ensure that targeted service levels are achieved. - Liaise
with Contact Centre Operations Officers and local management teams to manage
holiday planning, agent change of hour?s requests and leave allocation so as
to maintain high employee satisfaction without compromising on customer
service. - Use developed forecasts to identify gaps in operational coverage
with current manpower and recommend overtime requirements, ensuring adherence
to employee legislation for the respective jurisdiction for the next ‎2 weeks
ahead. - Proactively address shift and daily operational productivity and
manage and troubleshoot immediate operational issues in order to maintain
network service levels and to ensure impact on customer service across the
contact centre and retail office network is kept to a minimum. - Monitor
recruitment and attrition rates and highlight potential issues to the Contact
Centre Operations team and training departments to ensure adequate resources
is recruited and competent in appropriate skills. - Produce regular
communication newsletters to the network updating them on annual leave
availability and potential resource surplus and shortfall periods. Management
Information - Develop reports (standard and ad-hoc/non-standard), use
establish methods of data capture, analysis and presentation, with a full
understanding of the requirements from management covering areas assigned and
provide a enterprise view of performance to the management. - Maintain the
centralised reporting archive for easy reference during target setting and
identifying emerging trends. Assist management by highlighting recommendations
to ensure alignment to existing strategy. - Follow and adhere to established
standardised procedures and processes to reduce frequency of ad-hoc reporting,
accuracy of reporting and quality assurance. Continuously improve reports by
conducting regular data reviews and maintain management?s confidence. -
Support automation initiatives by providing application expertise and utilise
skills that will improve reporting efficiency of the team - Utilise software
used in contact centres: WFM, Pulse, Verint, Micro Strategy, Agent Performance
portal etc. to deliver reporting requirements of the organisation.
Qualifications & Experience: Degree or Honours (‎12+‎3 or equivalent) :
Experience: Customer Service.Call Centre : ‎3+ Years Working experience as a
Resource Planner/ Data Analyst within Aviation Industry/ Contact Centre.
Knowledge/skills: Ability to work as a sole contributor & as a team player to
meet tight deadlines. Deliver strong results within a virtual team
environment. Ability to build enduring relationships within the business.
Advanced knowledge in MS Excel (Macro, Pivot tables etc.) Advanced knowledge
in PowerPoint. Working knowledge of databases like SAP, Micro Strategy, SQL
servers etc.
Salary & Benefits: Join us in a management role and enjoy an attractive tax-
free salary. On top of our generous travel benefits, including discounted
flights and hotel stays around the world, this managerial role also has an
excellent leave and healthcare package. That's on top of transport benefits,
life insurance and more.