• Responsible for benchmarking customer support practices within and outside of the Software Support industry
  • Analyze trends and make recommendations in relation to case volume, shrinkage, attendance, and attrition
  • Responsible for scheduling of CS meetings, training and overtime planning
  • Strong conceptual understanding of databases, data structures and big data repositories
  • Proactive in the delivery of critical information and data analysis to drive improvements in efficiency, productivity and performance
  • Ensures adherence to agent schedules to optimise the balance of employee engagement and team performance
  • To ensure that all reported issues are dealt with professionally and competently and that they are recorded and resolved in accordance with the SLAs


  • 3+ years of Workforce Planning experience, and 3+ years of working experience in call center operations
  • Highly proficient in the use of google sheet, Access, PowerPoint with demonstrable understanding of advance Microsoft Office tools (e.g. VBA, pivot tables, array formulas, data import/export)
  • Data-driven and self-motivated with a strong ‘can do’ attitude in a fast-paced environment
  • Ability to think quickly and get things done
  • Detail-oriented