The Resource Planner will be responsible for daily Alvaria WFM updates and administration, intraday processes, agent scheduling, call /staffing, results forecasting to drive and maintain Service Level objectives and maximise efficiency and occupancy within the Tracker Contact Centres.

Accurately forecast staffing requirements Creation of agent schedules that optimise business needs and resources Schedule Optimisation when required, based on business and operational requirements Real-time Adherence Monitoring Intra-Day tracking and adjustments to improve intra-day staffing level predictions Optimize meetings, training and other off-phone activity requests Maximize occupancy and minimize over and under resource utilization Completion of Aspect WFM administrative tasks as may be requested by the assigned business units and the reporting manager Analysis and interpretation of Data Pro-active management of changes ensuring effective shift patterns Effective communication and recomm...