Job Description

What being part of the Sigma Family means for you:

Resource Planner

As the Resource Planner, you will work closely with the Resource Planning Manager, Account Managers, and the Operational Management Team. You will be responsible for managing departmental resources against agreed demand profiles. This involves creating and managing call centre staff schedules, attending client meetings, and being involved in both the forecasting and real-time management functions of the department. You will report directly to the Resource Planning Manager.

Location:

Cape Town

Sigma Family

At Sigma, we stand out and have now been acknowledged 2 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.


Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.

What being a part of the Sigma Family means for you!

Career development and opportunities to apply for internal promotions following your probationary period


Monthly, Quarterly and Annual awards with marvellous prizes

? Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint


Medical Insurance - Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you


Transportation Benefits - Accommodate making your travelling journey to work easier with the amazing shuttle services that we offer our employees


Join communities and collaborate with your colleagues on our internal Social Media platform


The opportunity to be a part of an equal, diverse and inclusive workplace - all amazing people are welcome in the Sigma Family.


A bit more about the Opportunity...:

What Your Day-to-Day Will Look Like:

You will be responsible for building resource allocation capacity plans and ensuring adequate cover where workload demand meets Client requirements. You will work closely with the relevant stakeholders to ensure full execution of the Resource Planning Cycles and scheduling activities. You will also ensure the Workforce Management system is accurate and up to date with resource information, highlighting any inaccuracies to the Resource Planning Team.

You will carry out strategic capacity planning tasks e.g., short- and long-term planning, shrinkage analysis, recruitment forecasting & 'what-if' scenarios. You will also forecast overtime requirements to ensure the company meets expected targets regarding hours allocation, as well as monitor call flows and inform the business on FTE requirements. You will plan and book time off the phones for coaching and training to ensure the business meets all client SLA's.

You will also provide accurate management information on shrinkage within the business, as well as streamline the process for capturing information to ensure accurate MI that will ensure accurate reporting. You will also monitor rotations to balance against client-agreed ratios and Operations.


What amazing People will bring to the role:

You have excellent knowledge of core planning concepts and principles, with experience working with Workforce management processes, procedures, and methodologies. You have experience in working with Workforce management tools and industry-leading planning systems, such as IEX, Teleopti, Vernit, etc. You have demonstrated experience in building capacity plans, resource models, identifying gaps, and providing solutions.

You will have strong written and verbal communication skills, with excellent attention to detail, allowing you to present plans to diverse audiences. You have a driving passion for continuous improvement, and you have a strong desire to build upon your resource planning experience.

Requirements:

You have a minimum of 2 years of planning experience within a BPO environment You have excellent knowledge of WFM tools You are proficient in Microsoft Excel You have Resource Planning Analyst experience that encompasses the full planning cycle You have a record of implementing continuous improvement initiatives You have extensive knowledge of WFM processes, procedures, and methodologies You are client-facing with excellent stakeholder management

Simple and Straight Forward Recruitment

We don't see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, we'll proceed with further shortlisting & start your application process.

If you like the sound of being part of the Sigma Family, then don't wait and get applying!