Join the Amplify5 Performance Team as a Scheduling Analyst – Elevate and Shape the Future of our most established and distinctive Travel Campaign!

Are you a dynamic scheduling analyst professional with a keen eye for optimization and a passion for travel? We’re looking for an experienced Scheduling Analyst to join our Amplify5 Performance Team, dedicated to supporting our client. In this role, you’ll be pivotal in scheduling/ planning that ensure the shift patterns fall within the physical seating capacity that is available to the client.

What You’ll Do

• Act as the interface between amplify5 and the client for all planning related activities
• Turn the client requested shifts, into rotations, to ensure that working patterns are fair and equitable, while meeting the required coverage
• Ensure that shift patterns fall within the physical seating capacity that is available to the client
• Work with the operation to ensure that colleagues follow the assigned patterns, and that any in office (e.g. meetings, coaching, training) or out of office (e.g. holidays) exceptions are recorded in the WFM tool, and do not exceed the agreed thresholds
• Produce weekly attendance and productivity reports, and support the monthly reconciliation of billable hours to the client
• Monitor, and drive, real-time performance ensuring that the right people, are in the right place, at the right time to maximise productivity
• Work with the operation to ensure that the agreed Conformance and Schedule Adherence targets are achieved, identifying and escalating any exceptions
• Drive operational efficiency by tracking the agreed KPIs and support the production of improvement plans where necessary
• Provide ongoing training to Contact Centre Advisors, and Team Leaders, on how to use the WFM tool to drive schedule compliance and performance
• Work closely with the client, and make recommendations on continually improving resource planning delivery
• Manage any shift swaps, or schedule change activity
• Support the management of any WFM administration, and housekeeping, to ensure that staffing lists, records, and hierarchies are kept up to date

What You’ll Bring

• Experience: A background in Workforce Management (WFM) or similar roles and using NICE IEX WFM is essential.
• Technical Skills: Proficiency in Microsoft Excel and strong numerical and analytical skills.
• Communication: Exceptional interpersonal and relationship management skills to work effectively with the Management and Operational Teams.

Why Join Us?

At Amplify5, we’re committed to fostering a collaborative environment that values innovation and efficiency. You’ll have the opportunity to work with a passionate team, all dedicated to delivering outstanding travel experiences to our client’s customers.

Ready to make an impact in the travel industry? Apply today and help us achieve our mission to deliver exceptional travel experiences through strategic resource planning!

Apply now and start your journey with Amplify5!

Job Types: Full-time, Permanent

Pay: R22 000,00 – R23 000,00 per month

Experience:

• Scheduling/Planning: 2 years (Required)
• Proficiency in Microsoft Excel: 2 years (Required)
• NICE IEX WFM tool: 2 years (Required)