Tactical Planning Anlayst - Full Circle Contact Centre Services (PTY) LTD, Cape Town

  • Cape Town
  • Salary: Market Related
  • Job Type: Permanent
  • Sectors: Call Centre
  • Posted by Full Circle Contact Centre Services (PTY) LTD on Thursday, May 16, 2019
  • Reference: Tactical Planning Analyst
  • Employment Equity Position
  • Apply before Monday, July 15, 2019 - 52 Days left

Vacancy Details

Employer: Full Circle Contact Centre Services (PTY) LTD


  • Effective management of work queues, across all customer channels
  • Drive operational activity & performance
  • Drive Intraday/real-time issue resolution and planning
  • Identify & escalate issues around shift & schedule adherence
  • Review, analyse, and report on various elements of planning & performance
  • Liaise and interact with operational managers and other core account stakeholders in a collaborative manner, agreeing correct course of action to deliver achievement of SLAs.
  • Where required, act as a support mechanism and link in with offshore teams and peers in order to deliver a collective & comprehensive planning approach.
  • Track and manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
  • Provide performance updates and commentary to stakeholders throughout the working day and week.
  • Complete ad-hoc staffing & scheduling amendments.
  • Action authorised off the phone activity, shift changes, break & lunch amendments etc.
  • Deliver Intraday reforecasts via use of relevant systems such as Aspect eWFM, assessing the impact on performance delivery, highlighting risks and opportunities.
  • Maintain service level log / Incident reports to enable understanding of any variances to SLA and forecasted workload.
  • Complete on-day & short-term reforecasts for all channels including full schedule optimisation.
  • Create, develop, and deliver analysis to a wide range of stakeholders, ensuring high levels of communication & interaction.
  • Ensure findings from real time analysis are fed through to the end to end planning process.  Develop skills and expand knowledge across the wider planning team activities in support of this.
  • Challenge and improve ways of working, highlighting non value-add activities, in order to drive efficiency, resulting in cost savings through reduction in FTE.
  • Attend & contribute to relevant meetings with stakeholders across Planning, Operations, Support Teams, and Clients.

Candidate Requirements

  • Matric
  • 2-3 year Workforce Management experience gained within the BPO or previous experience in a planning, or similar role.
  • Great technical ability, particular with WFM systems (e.g. Aspect & CMS) and MS Excel
  • Adaptability of approach – flexibility with a desire to achieve goals.
  • Excellent problem solving.


Apply before Monday, July 15, 2019 - 52 Days left Companies may expire jobs at their own discretion. If you have not received a response within two weeks, your application was most likely unsuccessful.
8 people have applied for this job. 52 people have viewed this job.

Similar Jobs

More Full Circle Contact Centre Services (PTY) LTD Jobs

About Full Circle Contact Centre Services (PTY) LTD

Capita is a FTSE top 100 company and the UK’s leading outsourcing and professional services company with a history of steady growth and strong financial performance. Capita South Africa has added to Capita’s existing capability with their presence in the BPO sector providing customer service with fully hosted contact centre solutions trusted by global leading brands to transform their customer experience. We have been innovative to stay ahead and continue to add value to our partners as we deliver and transform their business. We have created a safe and professional working environment offering our employees weekly fun activities (employee engagement initiatives), learning and development courses, as well as wellbeing programmes aimed to retain and attract our people.


Over the last 12 months we have doubled our client base confidently, showcasing our capability to deliver results in line with the projections agreed at the outset. This has given all our clients the confidence that we can be trusted to service their customers to international standards. This trust has manifested in the approval of further growth for existing clients, as well as helping to enable new business opportunities as a result of our consistent performance and the ultimate offering of a safe pair of hands.