Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa\u2019s leading financial long and short term insurance providers. Our portfolio includes South Africa\u2019s 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.<\/p>\n
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\u2019re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We\u2019re an
\nundivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.<\/p>\n
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Job Title: WFM: Planner<\/strong> Job Summary:<\/strong> Customer Experience Strategy:<\/strong> Insights and Reporting:<\/strong> Work Scheduling and Allocation:<\/strong> Project and Program Resource Management:<\/strong> Project and Program Stakeholder Engagement:<\/strong> Improvement \/ Innovation:<\/strong> Operational Compliance:<\/strong> Personal Capability Building<\/strong>: General Experience:<\/strong> *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
\nLocation:<\/strong> Fourways, Gauteng, South Africa
\nReference #:<\/strong> WFMP\/25\/2021
\nContract Type<\/strong>: Permanent<\/p>\n
\nAdvise 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.<\/p>\n
\nPerform 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.
\nUtilize historical data, economic trends, and current marketing events to fulfill short, medium and long-term planning across multiple\/omni channel environment
\nAnalyze daily, weekly and monthly trends to complete projected volumes, average handling time (AHT), occupancies and overheads.
\nAnalyze and discuss the previous week\u2019s 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.
\nComplete impact analysis on new marketing campaigns, business initiatives and projects on the line of business in terms of Service Level Agreements, people and infrastructure.
\nResponsible for providing input for the budget headcount submissions annually.<\/p>\n
\nPrepare and coordinate the completion of various data and analytics reports.
\nMake recommendations for adjusting staffing levels to maximize productivity and profit.<\/p>\n
\nSchedule all agents to ensure that there are the right number of staff coverage.
\nComplete the most optimal schedule per line of business and utilize based on volume forecasts and projected trends.
\nManage the scheduling of training by considering Line\u2019s training needs.
\nSchedule all necessary business development initiatives to support the business need and ensure that SLA and business is not negatively impacted.
\nComplete 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.
\nAdjust weekly schedule to meet business trends, economic trends and business demands to ensure SLA is met.<\/p>\n
\nManage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilization.
\nManage the predicative scenario to determine optimal resource requirements for business productivity.
\nDesign according to each business line\u2019s unique requirements based on
\ncontractual staffing arrangement.
\nEnsure that resources requirements meet business needs and are aligned to overall business unit strategy and meet the SLA.
\nProduce campaign and project scenario plans according to relevant business requirement documents.<\/p>\n
\nBuild strong stakeholder relationships with transitions department to align business objectives, such as new business and campaigns.
\nCommunicate best practice in meetings.<\/p>\n
\nDetermine trends and make recommendations for continuous improvement, based on daily and weekly reviews.
\nParticipate in leads meetings with operations management to review staffing and forecasted call volumes as required by business.
\nInform staffing strategy for FTE requirements for Sales and Service.
\nAnalyze daily Management Information report and provide commentary and reasons to improve the line.
\nIdentify and implement enhancements to operational processes through the WFM lens therefore driving improved Customer experience.<\/p>\n
\nUnderstand 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
\nteam members of these existing rules.
\nAlign all the department\u2019s activities to adhere to the principles, policies, standards and guidelines issued by the DGO. Engage with line manager for understanding and clarity.
\nStay up to date with all schedule trends and best practice.<\/p>\n
\nDevelop 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
\neducation, attending conferences, and reading specialist media.
\nIdentify further training that is in line with growth for this role and engage with the line manager for approval where required.
\nKeep the line manager updated on training and growth process.
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\nEducation Requirements:<\/strong>
\nBachelor of Commerce\/Information Technology or equivalent (Essential);
\nBSc in Mats\/Stats or Information Technology, Finance or a related field; BSc
\nHons (Advantageous);
\nLean Six Sigma White\/Green Belt Certification (Advantageous)<\/p>\n
\n5 or more years\u2019 experience in a Workforce Management department of which three must be in planning and forecasting (Essential);
\nProven track record of variance scores achieved within industry standard range
\nand acceptable to company standards (Essential);
\nUnderstand omni channel blended environments (Essential);
\nPrevious workforce management experience (Advantageous);
\nExperience in the financial services industry (Advantageous)<\/p>\n
\nrole, 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.<\/p>\n