nico goetze

* Understand planning challenges and propose technical solutions. * Assist in prioritisation of reporting and data requests * Help create and promote an environment of self-service capabilities * Ensure a globally consistent approach to reporting at all times * Coordinate end user review and acceptance of developed solutions. * Provide User and Report Writer training to other employees. * Liaise with IT and other members of the reporting team, to create efficient reporting systems, including data validation, documentation and investigation of technical issues. * Ensure proper documentation for processes.

* Providing support on forecast staffing requirements, both long term and short term for all company departments. * Administration of Scheduling Agents according to required targets * Supply payroll information for monthly payroll. * Ensure accurate information for all departments * Help to ensure optimum scheduling to meet all client targets and monitor overtime levels. * Work and support the team by providing relevant information for future planning as the company grows * Using a combination of excel and in-house applications, support the preparation and delivery of daily and weekly agent schedules based on forecasted call volumes * Generate and communicate agent rosters to all Agents. * Monitor and manage daily capacity including service level management * Manage the administration of workflow requests in a timely manner, holiday requests, shift adjustments, ad-hoc reporting requests. * Perform analysis on current performance compared to expected and generate updated forecasts where required. * Assist in creation of tender documents and providing staffing information for such