Resource & Delivery Scheduler

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

• 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
  
  

NB! This job is now closed. You can apply for other jobs by uploading your CV.