Posted on :
28 Jan, 2021
28 Jan, 2021
Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial long and short term insurance providers. Our portfolio includes South Africa’s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dial Direct, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund and group life administration.
Hippo is South Africa’s first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We’re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an
undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.
Job Title: WFM: Planner
Location: Fourways, Gauteng, South Africa
Reference #: WFMP/25/2021
Contract Type: Permanent
Advise the contact centre against trends and business cycles for the TIH Brands. Plan workload with trends and business cycles over the medium term and schedule for forecast in the short term. Monitor real time performance to achieve all associated performance metrics. Examine the short term workforce and staffing needs for TIH Brands.
Customer Experience Strategy:
Perform analysis that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CXE strategy.
Utilize historical data, economic trends, and current marketing events to fulfill short, medium and long-term planning across multiple/omni channel environment
Analyze daily, weekly and monthly trends to complete projected volumes, average handling time (AHT), occupancies and overheads.
Analyze and discuss the previous week’s performance and the projected plan in regular standing meeting. Use these meetings to provide feedback to address any gaps about miscommunications or business issues related to systems or marketing.
Complete impact analysis on new marketing campaigns, business initiatives and projects on the line of business in terms of Service Level Agreements, people and infrastructure.
Responsible for providing input for the budget headcount submissions annually.
Insights and Reporting:
Prepare and coordinate the completion of various data and analytics reports.
Make recommendations for adjusting staffing levels to maximize productivity and profit.
Work Scheduling and Allocation:
Schedule all agents to ensure that there are the right number of staff coverage.
Complete the most optimal schedule per line of business and utilize based on volume forecasts and projected trends.
Manage the scheduling of training by considering Line’s training needs.
Schedule all necessary business development initiatives to support the business need and ensure that SLA and business is not negatively impacted.
Complete all schedules and send to Line managers and stakeholders. Take the feedback into account and adjust the workload schedule. Once finalized communicate to all stakeholders.
Adjust weekly schedule to meet business trends, economic trends and business demands to ensure SLA is met.
Project and Program Resource Management:
Manage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilization.
Manage the predicative scenario to determine optimal resource requirements for business productivity.
Design according to each business line’s unique requirements based on
contractual staffing arrangement.
Ensure that resources requirements meet business needs and are aligned to overall business unit strategy and meet the SLA.
Produce campaign and project scenario plans according to relevant business requirement documents.
Project and Program Stakeholder Engagement:
Build strong stakeholder relationships with transitions department to align business objectives, such as new business and campaigns.
Communicate best practice in meetings.
Improvement / Innovation:
Determine trends and make recommendations for continuous improvement, based on daily and weekly reviews.
Participate in leads meetings with operations management to review staffing and forecasted call volumes as required by business.
Inform staffing strategy for FTE requirements for Sales and Service.
Analyze daily Management Information report and provide commentary and reasons to improve the line.
Identify and implement enhancements to operational processes through the WFM lens therefore driving improved Customer experience.
Understand and implement Data Governance rules that exist within the Group by engaging with the Line Manager and Group Governance Organisation team through established forums/committees that seeks to create awareness among
team members of these existing rules.
Align all the department’s activities to adhere to the principles, policies, standards and guidelines issued by the DGO. Engage with line manager for understanding and clarity.
Stay up to date with all schedule trends and best practice.
Personal Capability Building:
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing
education, attending conferences, and reading specialist media.
Identify further training that is in line with growth for this role and engage with the line manager for approval where required.
Keep the line manager updated on training and growth process.
Bachelor of Commerce/Information Technology or equivalent (Essential);
BSc in Mats/Stats or Information Technology, Finance or a related field; BSc
Lean Six Sigma White/Green Belt Certification (Advantageous)
5 or more years’ experience in a Workforce Management department of which three must be in planning and forecasting (Essential);
Proven track record of variance scores achieved within industry standard range
and acceptable to company standards (Essential);
Understand omni channel blended environments (Essential);
Previous workforce management experience (Advantageous);
Experience in the financial services industry (Advantageous)
*SAQA Accredited Equivalent – It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this
role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
Application Deadline: 03/02/2021