Capitec Bank | Workforce Planner
June 1, 2020
Capitec Bank | Workforce Planner
Location: Bellville, Western Cape, ZA
Company: Capitec Bank Ltd
Purpose Statement
- To partner with the Business Support management team to attain accurate staffing projections and management of the call center workforce operations, including systems and users.
- To identify potential bottlenecks and conduct detailed/objective analysis.
- To ensure that the Business Support Centre has the necessary data and information for on-going daily operations and planning.
Experience
Min:
- Liaising with internal stakeholders
- Exposure to analysis and presenting findings in reports, forecasts, trends, and recommendations to the team and senior management
Ideal:
- Hands-on Contact Centre experience with any form of Workforce Management software.
- Technical understanding of Capitec Bank’s integrated systems, structure and infrastructure
- Client relationship principles and environment
Qualifications (Minimum)
- Grade 12 National Certificate / Vocational
Qualifications (Ideal or Preferred)
- A relevant degree in Information Technology – Computer Science or Commerce
Knowledge
Min:
- 3 years’ experience working in a Contact Centre
- 1 year scheduling and staff planning experience
- Ability to analyse Contact Centre Statistics
Ideal:
- Knowledge of Capitec Bank policies procedures and products
- Knowledge of Capitec Bank Contact Centre Operations
- Knowledge of process mapping and process improvements
- Understanding of Business Support Management Practices
Skills
- Communications Skills
- Computer Literacy (MS Word, MS Excel, MS Outlook)
- Numerical Reasoning skills
- Commercial Thinking Skills
- Negotiation skills
- Reporting Skills
- Analytical Skills
- Problem-solving skills
- Interpersonal & Relationship management Skills
- Attention to Detail
- Planning, organizing and coordination skills
- Influencing Skills
- Leadership Skills
Competencies
- Delivering Results and Meeting Customer Expectations
- Persuading and Influencing
- Relating and Networking
- Applying Expertise and Technology
- Analyzing
- Creating and Innovating
- Adapting and Responding to Change
- Coping with Pressures and Setbacks
Additional Information
- Clear criminal and credit record
- Contactable via own mobile phone
- Willingness to travel nationally if and when required
- A valid driver’s license and own vehicle is required
- Willingness to work or be available over time and/or weekends if required
Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals