Scheduling Analyst

Job title:

Job Description:

Provides support to call centre operations using data analysis on work activities to help improve performance.

Analysing call centre work volume, daily performance and productivity; producing work activity reports and improvement recommendations for performance and customer satisfaction improvement. Ensuring appropriate work arrangement, including work volume, capacity and productivity, and schedule change requirements; coordinating with management and relevant parties for work activities arrangement. Assisting in call centre scheduling operations including schedule production and scheduling procedures and systems optimization. Helping implement customer service strategies and utilizing updated call centre traffic and scheduling technologies.

Job Purpose:

Support the senior management team in maintaining the optimal agent schedule design and profile to meet business demands.  Work with offshore teams to ensure schedules are accurate and as per WFM processes.
 

CAPITA VALUES 

Implement and practice Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others:- 

Customer First - Always, Fearless Innovation, Achieve Together, Everyone is Valued.

Accountabilities & Activities

Results Focussed:

• Perform analysis on the schedule fit / efficiency to ensure optimum solutions through working with and managing offshore activities and workloads,
• Optimisation of schedules to create the best possible deviation/intraday plan in readiness for handover to the tactical planning team
• Coordinate offline planning with offshore
• Bank holiday scheduling

Communication: 

• Ensure relationships are maintained to ensure communication is maximised with key areas of the business.  Set up and maintain regular contact with all planning teams at all sites.  Attend all relevant business planning meeting

• Run effective handover meeting to communicate the plan to tactical planning and operations

Projects & Change:

• Take responsibility for other adhoc projects.  Ensuring high levels of communication with all planning teams and sites throughout, engaging all relevant to deliver.

Qualifications, Knowledge & Experience:

Note:  Please note the role requirements has been amended, only employees who meet with the below be considered for the role.

Requirements

• Advanced use and understanding of Workforce management systems
• MS office application knowledge including Excel & Access
• Expertise in using all essential applications and systems for line management (e.g Aspect eWFM, AIDA, Dakota, Firefly, OPT, MI Webview, Sharepoint)
• 2 years previous planning/scheduling  experience is preferable but not essential

Operational requirements

• The successful candidate  will be required to work on occasion, during Out-of-Hours periods, to reach all operational areas.

Skills

• Basic commercial awareness
• Good organisational skills
• Good communication skills both verbally and written.
• The ability to analyse data and make valuable business decisions

About Us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

NB: Attach your most recent CV indicative of the criteria as advertised.
 

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