Designed by Peoplecreations / Freepik

We consider Quality Assurance to be an essential part of our service delivery and we believe it is a crucial pillar of our success. Our detailed planning, labour market knowledge, joint forecasting activities and accredited methodologies ensure that the right skills are available where they are needed.

Our HR and workforce teams are responsible for planning and scheduling the workforce according to forecasted call arrival patterns.

Workforce Management Planner

Workload forecasting (calls, correspondence, forms and other work types)

Maintenance of staffing / rostering guidelines

Maintenance of staff skills and preferences

Development and implementation of work schedules

Management of changes/variations

Report input for business analysis

We have a successful track record in sourcing and selecting candidates for different verticals. The choice of channels, interviews and assessments used are always focused and to our requirements.