Workforce Management: Planner

Position Purpose: The Planner in Workforce Management (WFM) provides proactive, solutions-oriented support for the Contact Centre management and continuous improvement of workforce processes, policies and procedures. The four key components of workforce management are forecasting work volumes, calculating staffing needed, creating applicable schedules and monitoring real-time adherence for efficient contact centre operations. To minimise operational risks linked to poor staffing allocation and ensure all service channels remain stable, adequately resourced and aligned to business demand.

Experience: 2 - 4 years relevant workforce management planning within Medical Scheme Administration Industry or similar.

Solid working experience with scheduling and planning in :

• Outbound calls
• Digital platforms
• Walk-in areas

Qualifications: Advantageous: A relevant degree in Business Administration or Mathematics or Operations, with a focus on capacity planning

• The four key components of workforce management are
  • forecasting work volumes,
  • calculating staffing needs,
  • creating schedules and planning
  • monitoring real-time adherence for efficient call centre operations.
• Develops the team-leaders to be able to perform complex analysis using predictive modelling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of service offering changes, customer workflow and process changes, operations drivers, and customer routing changes
• Ensuring role approvals are processed in accordance with Workforce management projections
• Collaborate and contribute to improving other related processes
• Support operational teams through accurate staffing and scheduling that improves service delivery
• Contribute to and administer resource plan and maintain controls to manage headcount to less than 3% vacancy rate
• Perform analysis of operational areas resourcing requirements based on a combination of real-time and historical call centre trending.
• Prepares reports and monitors efficiency of Call Centre operations
• Contributes to team's process improvement efforts and implements changes in a positive way
• Produces and analyses statistical reports to monitor teams' performance
• Participates in projects, including budget process, as assigned
• Provides system level oversight for client improvement programs and initiatives
• Supervises and manages subordinate staff, if applicable
• Lead development and ongoing maintenance and enhancement of monthly and operational forecasting and staffing models
• Acts as subject matter expert related to the effective use of analytical methodologies, particularly those related to time series data and forecasting
• Continuously review overtime, shrinkage, and resource usage to improve cost efficiency
• Analyse cost/benefit indicators within the WFM function
• Maintain and share updated WFM knowledge, methods and best practices
• Provide training or guidance on WFM processes and systems when required
• Ensure all WFM methodologies are implemented consistently across operations

• Proficiency in Excel and other data analysis tools for creating reports, models, and dashboards
• Ability to implement workforce strategies and adjustments effectively and efficiently
• Ability to plan and execute projects related to workforce planning, such as implementing new scheduling systems or optimizing staffing processes.
• Ability to think strategically about workforce needs and align them with organizational goals and objectives.
• Ability to identify and implement innovative solutions for workforce planning challenges
• Strong understanding of medical aid products, services, and industry regulations
• Exceptional communication and business writing skills
• Skill in working with various departments to understand their staffing needs and integrate them into overall workforce planning.
• Excellent understanding of aligning workforce planning with client service goals and ensuring high levels of customer satisfaction.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong problem-solving and analytical skills
• High level of integrity and professionalism
• Advanced task and time management
• Excellent data analysis and reporting skills
• High attention to detail and accuracy
• Numerical and statistical analysis ability

• Knowledge of different staffing models and methodologies, including forecasting, scheduling, and capacity planning.
• Good knowledge of medical aid rules and services provided.
• Understanding of methodologies for improving operational efficiency
• Knowledge of key performance indicators (KPIs) for measuring workforce effectiveness and productivity
• Good understanding of Call Centre technology
• Knowledge and application of relevant legislation
• Knowledge and application of processes and procedures
• In depth knowledge of WFM practices including forecasting, scheduling, real time management, shrinkage planning and reporting
• Strong understanding of Contact Centre or operational workflows
• Ability to analyse large data sets to produce accurate forecasts and performance insights

Note: Company reserves the right to close the advert before specified closing date.

PHA has its head office in Westville, KwaZulu-Natal. It operates country-wide with a nationally linked network and uses a robust, flexible, as well as integrated system to ensure efficient and effective administration of membership and benefits.