Workforce Management Scheduler Analyst
Cape Town, Western Cape, South Africa · Full Time
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- Experience
- 2+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 4 દિવસ પેહલા
- Work mode
- In office
- Resume
- Required to apply
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Job description
Role Overview
As a Scheduler Analyst, you will apply specialized knowledge to design and oversee schedules for frontline personnel supporting a designated client account. Your goal is to optimize resource deployment to achieve service level targets and fulfill client expectations, utilizing historical data and inputs from various internal and external sources.
Key Responsibilities
- Administer and monitor teams and resource pools, including managing staffing inflows, exits, absences, skills, and client-specific demands.
- Examine call volume patterns and other relevant data, resolving discrepancies between the client's and account's arrival patterns.
- Develop staffing forecasts covering 4 to 8 weeks ahead, referencing recent and past call arrival trends.
- Implement capacity plans formulated by Resource Planners by generating feasible schedules aligned with current and projected staff levels.
- Prepare activity-driven scheduling plans, issuing weekly work timetables for frontline teams based on client needs, forecasting insights, and scheduling parameters.
- Track trends in attrition and flag any fluctuations potentially affecting workforce allocation.
- Adjust schedules promptly to accommodate requests, conflicts, or unforeseen changes.
Required Experience
A minimum of two years' experience in workforce management roles is essential.
Company Values
- Putting customers and communities first with passion.
- Welcoming change and driving innovation boldly.
- Fostering growth through collaborative teamwork.
Diversity and Inclusion
The organization is dedicated to fostering diversity and providing equitable employment opportunities based on ability.