Workforce Management - Real Time Scheduling Analyst

Workforce Management: Real Time Schedule Analyst

• Salary (To be discussed at interview) Plus Medical & Pension.
• Location Waterfront Cape Town.
• Working Pattern 40 Hours per week rotational shifts (usually business hours however you must be open to working outside these hours if required)
• Contract Type Permanent

Your working life is how you spend a large proportion of your time. Why not spend it realising your potential? At Foundever we focus on you and, with your drive, look to create your best moments.

Why work for Foundever?
We have launched our first site in Cape Town and would love for you to be the founders of the original South African teams.
If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where it operates, have a balanced work-life pattern and competitive salary, we want to hear from you.

Your Mission:
The Real Time Schedule Analyst monitors actual vs plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI and optimizes the plan to drive efficiency within the contact centre environment.

The Role:
As a Real-Time Schedule Analyst in the Workforce Management department of our call centre, you will play a critical role in ensuring optimal scheduling and staffing levels to meet service level objectives. You will be responsible for monitoring real-time call volumes and agent performance, making necessary adjustments to schedules, and providing insights and recommendations to improve efficiency and customer satisfaction. Additionally, you will contribute to future weeks' schedule management, collaborate with cross-functional teams, analyse data, and drive continuous improvement.

Challenges:

• Need to work on multiple clients using a variety of tools to schedule & deliver plans.
• Create and use standard templates to ensure consistent & accurate reporting
• Communicate actively with various groups to share call outs/deviations
• Optimise, schedules across future weeks and during live day (includes all activities
• Achieve deadlines bespoke to multiple client business requirements and service level agreements.

Key Responsibilities:

• Collect information for RTM
• Collect relevant program information about KPIs/BTP (Expectations)
• Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account

Queue management (within the interval)

• Monitor queue
• Manage skills
• Situation management
• BCP situations: Downtime, System issues, etc.
• Routing issues (client side)
• Volume allocation (Load balancing client side)

Intraday management (throughout the day)

• Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)
• Send Staffing Outlook for present day +1 day at the start of shift to share projected plan
• Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
• Schedule Adherence (Agent level)
• Update shrinkage segments in WFM tool
• Flagging agents out of adherence via Chat rooms/extns/radios

Additional Detail

• Monitor real-time call volumes, agent availability, and service level metrics to identify trends, patterns, and areas of improvement.
• Make proactive adjustments to agent schedules in real-time to ensure optimal staffing levels and adherence to service level targets.
• Continuously monitor intraday performance, identifying and addressing any deviations from the schedule, and taking necessary actions to minimize service disruptions.
• Communicate with Operations and Team Leaders to address staffing gaps and provide real-time updates on performance and trends.
• Collaborate with real-time adherence specialists to track and manage agent adherence to schedule and performance targets.

Future Weeks Schedule Management:

• Collaborate with the forecasting and scheduling team to optimize long-term staffing plans based on real-time insights, historical data, and forecasted call volumes.
• Assist in the creation and maintenance of accurate and efficient agent schedules for future weeks based on forecasted call volumes, service level objectives, and other operational requirements.
• Analyse staffing needs and make recommendations for adjustments to ensure adequate coverage and optimal utilization of resources.
• Work closely with the training team to ensure training schedules align with operational requirements and minimize any potential staffing gaps

Reporting

• Shrinkage reports
• Skill/Account level Interval report
• Agent level report
• RCA report
• Schedule adherence reports
• Feedback to Planning & scheduling
• ID management (Optional)
• Handle additional responsibilities as assigned by Sr leaders within Foundever.

Data Analysis and Reporting:

• Conduct analysis of call centre data, including historical performance, call volume patterns, and staffing metrics, to identify opportunities for process improvement.
• Prepare and distribute daily, weekly, and monthly reports summarizing key performance indicators such as service level achievement, agent productivity, and schedule adherence.
• Provide insights and recommendations based on data analysis to enhance operational efficiency and improve customer satisfaction.
• Monitor and track schedule performance metrics, such as schedule adherence, utilization, and shrinkage, and provide recommendations for continuous improvement.
• Collaboration and Continuous Improvement:
• Collaborate with cross-functional teams, including Operations, Training, and Quality Assurance, to align scheduling and staffing strategies with overall call centre objectives.
• Stay updated on industry best practices and emerging trends in workforce management to drive continuous improvement and innovation.
• Participate in regular meetings and discussions to share insights, discuss challenges, and propose solutions to optimize scheduling efficiency and agent performance.
• Actively contribute to the development and implementation of new processes, tools, and technologies to enhance schedule management and workforce planning capabilities.

YOUR PROFILE & EXPERIENCE
To join our team we are looking for people with a minimum of 1 years experience working in a Contact Centre in work force management.

The essential skills we ask for are:

• Good communication skills: the ability to clearly and effectively communicate.
• Patience: the ability to remain calm and composed.
• Adaptability: the ability to handle a wide variety of interactions and adjust communication style as necessary.
• Positive attitude: the ability to remain positive and upbeat.
• Advantageous: Knowledge of work force management best practices and call centre technology.
• Education: Minimum Grade 12.
• Background: A clear criminal background check.

[ever] creative. [ever] committed. [ever] connected.

If this really interests you and you are attracted to pushing yourself to a rewarding career, then please apply now and our Recruitment Team will be more than happy to speak with you.