Resource & Delivery Scheduler

 

Recruiter:

Boardroom Appointments

Job Ref:

KZN000041/MS

Date posted:

Monday, December 13, 2021

Location:

Durban, South Africa


SUMMARY:
Our client based in Durban is looking for a Resource & Delivery Scheduler to join their team.

POSITION INFO:
Duties and Responsibilities:

  • Responsible for generation and day to day maintenance of advisor schedules
  • Responsible for the generation and maintenance of Capacity Plans including break optimization
  • Scheduling of all offline activity for advisors in line with Client Models
  • Ensure intraday reporting is completed accurately
  • Complete post day analysis on main KPI’s and performance of teams and provide robust updates to the business
  • Monitor and maintain adherence to schedules in real time
  • Intervention and recommendation to the operational teams when performance varies from forecast.
  • To review and optimize resource position in-day to ensure delivery is achieved
  • To update, track and maintain the holiday requests, attrition and shrinkage in IEX and the Weekly Headcount document
  • Maintain Department Mailbox within agreed SLA’s
Education and Qualifications:
  • Excellent written, numeracy, verbal and presentation skills
  • Highly proficient in MS Office applications
  • Strong Numerical Skills
  • Preferred knowledge of Avaya, IEX Totalview, Genesys, CC Pulse.
  • Experience in a similar service delivery role
  • Excellent attention to detail
  • Effective communication skills, both written and verbal
  • Excellent Excel skills and ability to analyse data


 




 

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