Call Centre Resource Planner

Who we are! Sanlam Personal Loans (SPL) was established 23 years ago and is now part of a newly established Fintech business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture is that of agility and constant deployment, we believe in learning fast and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market; at the same time provide a compelling career and development proposition that will enable them to realize their dreams. What will you do? The Resource Planner role situated in Diep River, CT (relocation future dated)is to ensure effective and efficient service delivery by planning and scheduling the call centre, ensuring that staffing levels are adequate to meet customer and operational demands. This involves using workforce management methodologies to align resources with forecasted business demands, maintaining operational resilience and meeting customer needs The incumbent reports into the Business Optimisation Department which enables the Contact Centre. The role works closely with all stakeholders, including Contact Centre Managers, to provide ongoing support and maintain smooth operations. Responsibilities include reporting, proactive follow-ups, and schedule analysis to ensure alignment with key planning deliverables What will make you successful in this role?

• Maintain a confidential approach
• Professional with a flexible, positive approach to work and change
• Good communication skills, clearly conveying information both verbally & written, and collaborating across teams
• Positive attitude towards customer service and continuous improvement
• Organised, detail driven with good time management skills
• Ability to plan, manage and prioritise own workload.
• Be proactive and able to work under own initiative
• Collaborative team player with a ‘can do attitude
• Able to work independently
• Analytical and logical thinking skills
• An aptitude to think creatively to solve problems within time constraints

Knowledge and Skills

• Knowledge of planning, scheduling and reporting.
• Understanding the importance of Workforce Management being up to date and accurate
• Flexibility to changing requests and timescales
• Good understanding of productivity levels
• Analysing and interpreting data to make informed decisions.
• High level of Microsoft Excel usage for report creation and data analytics
• Problem-solving telephony technological issues as they arise
• Ability to work within an organisation change environment.

Qualification and Experience

• Grade 12
• Proficient in MS Office, especially Excel and Word
• Required Minimum Work Experience
• Proven Experience with workforce management software and planning tools an advantage
• Minimum 3 years experience in a similar role within Contact Centre Environment
• A superior understanding of Call Centre Operations and productivity outcomes.
• Good insights into the dialer campaign management and strategy formulation.

Personal Attributes Decision quality - Contributing independently Resourcefulness - Contributing independently Optimises work processes - Contributing independently Builds effective teams - Contributing independently Build a successful career with us Were all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. Core Competencies Cultivates innovation - Contributing independently Customer focus - Contributing independently Drives results - Contributing independently Being resilient - Contributing independently Collaborates - Contributing independently Turnaround time The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. Our commitment to transformation The Sanlam Group is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.

Information :

• Company : Sanlam
• Position : Call Centre Resource Planner
• Location : Bellville, Western Cape
• Country : ZA