Description

<div><a href="http://takealot.com/" target="_blank" data-saferedirecturl="https://www.google.com/url?q=http://takealot.com&source=gmail&ust=1713855587081000&usg=AOvVaw2fmZ8QQjRK-F7eykdet5QX">takealot.com</a>, a leading South African online retailer, is looking for a highly talented Customer Service - Senior Capacity Planner to join our team in Cape Town.</div> We are a young, dynamic, hyper growth company looking for smart, creative, hard- working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great This position reports into the Head of Customer & Business Support Operations. Your Responsibilities will include: <ul> <li>Capacity Planning: Develop and maintain capacity plans that align with business goals and ensure optimal resource utilization.</li> <li>Forecasting and Analysis: Utilize forecasting models and data analysis to predict future workload and staffing requirements.</li> <li>Resource Optimization: Manage staffing levels, scheduling, and real-time adherence to maximize efficiency and meet service level objectives.</li> <li>Performance Monitoring: Monitor contact center performance metrics and adjust capacity plans as needed to meet or exceed targets.</li> <li>Cross-functional Collaboration: Work closely with operations, workforce management, and other teams to coordinate staffing and scheduling activities.</li> <li>Process Improvement: Identify and implement process improvements to enhance capacity planning accuracy and efficiency.</li> <li>Reporting and Communication: Prepare and present capacity planning reports and recommendations to stakeholders at all levels of the organization.</li> <li>Technology Utilization: Leverage technology and tools to support capacity planning and forecasting activities.</li> <li>Risk Management: Identify and mitigate risks related to capacity planning and workforce management.</li> <li>Compliance: Ensure compliance with relevant regulations and internal policies related to capacity planning and workforce management.</li> </ul> Attributes Required: <ul> <li>SQL Proficiency: Ability to write and execute SQL queries to extract and manipulate data from databases, such as customer relationship management (CRM) systems, to support capacity planning and forecasting activities.</li> <li>Workforce Management Software: Experience with workforce management software, such as Verint, Aspect, or Genesys, to create and manage staffing schedules, track adherence, and generate reports.</li> <li>Microsoft Excel: Advanced knowledge of Microsoft Excel, including the ability to use advanced functions, pivot tables, and macros to analyze data and create reports for capacity planning purposes.</li> <li>Data Visualization Tools: Familiarity with data visualization tools, such as Tableau or Power BI, to create visually appealing and informative dashboards and reports for stakeholders.</li> <li>Forecasting Models: Experience with statistical forecasting models and techniques to predict future workload and staffing requirements based on historical data and trends.</li> <li>Quality Management Systems: Knowledge of quality management systems, such as Six Sigma or Lean, to identify and implement process improvements related to capacity planning and workforce management.</li> <li>Communication and Collaboration Tools: Proficiency in communication and collaboration tools, such as Microsoft Teams or Slack, to facilitate communication and collaboration with team members and stakeholders.</li> <li>Project Management Skills: Strong project management skills to effectively plan and execute capacity planning projects, including identifying requirements, developing timelines, and managing resources.</li> <li>Continuous Improvement Mindset: A mindset focused on continuous improvement, with the ability to identify opportunities for process improvement and efficiency gains in capacity planning and workforce management processes.</li> </ul> Qualifications and Experience: <ul> <li>Education: Bachelor's degree in business, operations management, statistics, or a related field. A postgraduate qualification or certification in contact center management or operations would be advantageous.</li> <li>Experience: At least 5 years of experience in a capacity planning or workforce management role within a contact center environment, preferably in the e-commerce industry.</li> <li>Analytical Skills: Strong analytical skills with the ability to interpret data, trends, and metrics to inform capacity planning decisions.</li> <li>Technical Skills: Proficiency in workforce management software and tools, as well as advanced knowledge of Microsoft Excel or similar data analysis tools.</li> <li>Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate complex concepts to stakeholders at all levels of the organization.</li> <li>Problem-Solving Skills: Strong problem-solving skills with the ability to think creatively and develop innovative solutions to capacity planning challenges.</li> <li>Teamwork and Collaboration: Ability to work effectively in a cross-functional team environment, collaborating with operations, workforce management, and other teams to achieve common goals.</li> <li>Attention to Detail: Strong attention to detail and accuracy in forecasting and capacity planning activities.</li> <li>Adaptability: Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.</li> <li>Industry Knowledge: Knowledge of the e-commerce industry and its unique challenges and opportunities related to capacity planning and workforce management.</li> <li>Compliance Knowledge: Familiarity with relevant regulations and best practices related to capacity planning and workforce management within the South African context</li> </ul> The Environment: <ul> <li><a href="http://takealot.com/" target="_blank" data-saferedirecturl="https://www.google.com/url?q=http://takealot.com&source=gmail&ust=1713855587081000&usg=AOvVaw2fmZ8QQjRK-F7eykdet5QX">takealot.com</a> employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of <a href="http://takealot.com/" target="_blank" data-saferedirecturl="https://www.google.com/url?q=http://takealot.com&source=gmail&ust=1713855587081000&usg=AOvVaw2fmZ8QQjRK-F7eykdet5QX">takealot.com</a> being the leading e-commerce company in Africa.</li> <li>We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.</li> <li>We are short on ego and high on output.</li> <li>We are doers and not only thinkers, its all in the execution after all.</li> <li>We love what we do and what we are creating.</li> </ul> We seek to Employ an Extra Ordinary Mind who: <ul> <li>is respectful but forthright</li> <li>is an expert at doing, who can not only design but also execute</li> <li>is analytical, able to use data to make decisions</li> <li>is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours</li> <li>is passionate about the potential of e-commerce and delivering a world-class customer experience</li> <li>is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster</li> <li>is business SMART. Able to think about problems from a business perspective using technical and product input;</li> <li>is curious and challenge the status quo</li> <li>is innovative and enjoys iteration</li> <li>is collaborative</li> <li>will be at the cutting edge of developing new concepts for <a href="http://takealot.com/" target="_blank" data-saferedirecturl="https://www.google.com/url?q=http://takealot.com&source=gmail&ust=1713855587081000&usg=AOvVaw2fmZ8QQjRK-F7eykdet5QX">takealot.com</a></li> <li>thinks like an owner of the business</li> <li>is SMART, has INTEGRITY and is HARD WORKING</li> </ul> If you meet the above you are an Extraordinary Mind so come and join us! <div> <div> <div class="gmail_signature" data-smartmail="gmail_signature"> <div>Takealot is an Equal Opportunity Employer. We encourage applicants from the previously disadvantaged groups and people with disabilities, to apply.</div> </div> </div> </div>

Takealot - Senior Capacity Planner (Workforce)

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