About this role
Apply by : We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below: 1. To see what life at Capitec is all about and complete a short assessment, please click here! 2. Once you have completed the above finalize your application by clicking apply below Purpose Statement To partner with relevant teams to attain accurate staffing projections and manage the respective workforce operations, including systems and users, identifying potential bottlenecks, conducting detailed/objective analysis so that the necessary data and information is available for on-going daily operations and planning. Experience Minimum: •3 years’ workforce planning, scheduling experience with at least 1 years’ experience working in a contact centre type environment •Practical experience conducting analysis and generating volume forecasts, AHT forecasts, and headcount models. •Experience using workforce management tools/software •Exposure to analysis and presenting of findings in reports, forecasts, trends, and recommendations to the team and senior management Ideal: •Technical understanding of Capitec Bank’s integrated systems, structure and infrastructure Qualifications (Minimum) Grade 12 National Certificate / Vocational A relevant tertiary qualification in Information Technology or Business Management Qualifications (Ideal or Preferred) Bachelor's Degree in Information Technology - Computer Science or Business Management Knowledge • Knowledge of Capitec Bank policies, procedures and products and / or Capitec Bank Contact Centre Operations • Client relationship principles and environment • Understanding of process in the relevant business area • Regulations relating to predictive diallers • Liaising with internal stakeholders Skills Communications Skills Computer Literacy (MS Word, MS Excel, MS Outlook) Commercial Thinking Skills Negotiation skills Reporting Skills Analytical Skills Problem solving skills Interpersonal & Relationship management Skills Attention to Detail Planning, organising and coordination skills Numerical Reasoning skills Conditions of Employment Clear criminal and credit record Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.