Junior Workforce Planning Assistant Jobs in Cape Town, South Africa at Ten Lifestyle Group
Overview
Ten exists to become the world’s most trusted service provider. As Junior Workforce Planning Assistant (entry-level), you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods. You will assist the Workforce Planning team with scheduling and forecasting activities to ensure the operation has the right people in the right place at the right time..
Success in this respect means we consistently achieve all core service level agreements (SLAs) and deliver best-in-class service as cost-effectively as possible.
In addition, you will support the Senior and Junior Workforce Planners to ensure we are equipped to effectively handle expected business growth and one-off events. Examples include onboarding of new clients, global sporting or entertainment events and technological improvements that increase our productivity. You will ensure that business leaders have the information they need with enough advance notice to prepare and organize the operation to be in step with such business changes.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Workforce Planning:
Regularly assist with working through the 6 phases of workforce management; gathering historical data, analyzing data, cleaning it of inconsistencies, forecasting work volumes, calculating headcounts, creating schedules and analysing stats and SLA’s to ensure we have effectively scheduled our workforce
Provide standardised daily, weekly, monthly and quarterly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of resourcing in your region
Share responsibility for rota management in your local region/s in order to maintain accuracy. This includes maintaining Genesys and ensuring teams are adhering to schedules
Administrating and signing off Annual Leave, Lieu Time and any planned off floor activities
To maintain and refresh schedules in advance of each quarter in accordance with business needs and to present these to the wider group
To meet or beat targeted performance SLA’s through effective WFP
Assist with organising coverage for public holidays, regional time changes and one-off events
Ensure that if last minute absence affects coverage, appropriate cover or overtime is arranged
Provide analysis and recommendations to improve staffing levels and efficiency
Unified Communications Systems:
Work with IT to ensure that the configuration on the unified Comms system Genesys is in line with operational needs
Report within your region’s requirements whether that’s daily pulse or weekly inbound task reports
Investigate any SLA failures and produce a root cause analysis with recommendations and remedial actions for Operations
Provide Weekly reporting on schedule adherence, unavailability and timekeeping
Real Time Monitoring of queues, skills and LM performance / adherence
Review, report and investigate ‘Task Exceptions’ to ensure there is no manipulation of the telephony system
You will also work as part of a Global Team on the following:
Business Improvements
Assist the team with ongoing process improvements and support system upgrades under guidance from senior planners.
Work closely with other stakeholders and/or lead any upgrades or new software implementation that will enhance global resource planning
Ensure ongoing operational performance, monitoring mid to long term trends, highlighting opportunities, risks and proposing mitigation options
Understanding each other’s work forces to spot opportunities where you can provide cross-regional support, enabling you to make efficiency and cost saving recommendations
Requirements
SKILLS AND CORE COMPETENCIES
Required
A confident presenter in both written and verbal communications, able to articulate complex projects and ideas into simple, concise language.
Eager to learn and contribute to improvements in workforce planning, with an interest in understanding best practices and operational efficiency.
To collaborate with other teammates that contribute to workforce planning and rota activities ensuring that they support the timely delivery…
Title: Junior Workforce Planning Assistant
Company: Ten Lifestyle Group
Location: Cape Town, South Africa
Category:
