Planning Analyst Sandton
*Join the game-changers*
As a Global Forecasting & Planning Analyst, you'll be responsible for ensuring our client services agents are in place at the right time, with the right skills to deliver world-class service to our global client base. This is an exciting time to join, as we are on the cusp of implementing a market-leading contact centre and workforce management platform, so you'll have the opportunity to shape the future direction of the client service WFM function. You'll be responsible for planning the shift schedules for our global client services teams, ensuring we meet our service objectives. You'll also be responsible for forward planning and forecasting for the global department, working with key stakeholders to budget future headcount requirements.
*Who we are *
We've been at the forefront of trading innovation since 1974, taking on the challenge to deliver an unmatched experience for our clients and raise the bar for tomorrow's opportunities. Today, we're a global fintech company incorporating the IG, tastytrade, IG Prime, Spectrum and DailyFX brands, with a presence in 20 countries across five continents and over 400 000 active clients worldwide. But we know our success is only possible because of our people, who we encourage and empower to be brave, determined and inventive. Join us if you'd like to work in an inclusive, collaborative team that will recognise your talent and allow it to shine.
*Where you'll work *
As part of our hybrid working environment, you'll split your time between home and the office. In this way, you'll be able to enjoy a better work-life balance and always bring your best self to your role. At the office, you'll have access to everything you'd expect from a world-class employer, such as a modern working environment, agile spaces, private quiet rooms and breakout areas. Plus, all our offices are located in iconic city centres, close to everything you might need for a rewarding working experience. This role will be open to applicants in Johannesburg.
*How you'll grow *
Your personal and professional development are important to us. As a company that's constantly redefining the boundaries of possibility, we'll challenge you to push yourself, accelerate your ambitions and rise to new levels of excellence. We know that's a big ask, so we'll make sure that you're supported all the way, getting the backing you need and the recognition you deserve. If you connect with our vision and can get behind it, you'll be rewarded with countless opportunities to experience new things and enhance your abilities.
* Workforce planning and forecasting for a multi-skilled, mult-lingual, cross-location global contact centre
* Using data to drive decisions and clearly articulating proposals to senior stakeholders
* Using a range of market-leading WFM platforms (experience with Genesys Cloud would be an advantage)
* Modeling forecasting problems, discovering business insights, and developing short-term and long-term contact forecasts through the use of advanced analytical techniques
* Ensuring efficient delivery of service by overseeing & optimizing agent scheduling, along with tracking adherence to real-time
* Possess excellent interpersonal and communication skills
* Be self-motivated and pro-active
* Have the ability to multi-task, adapt and prioritise for changing business needs
* Use a logical and analytical approach to problem solving
* Genuinely and demonstrably champion the client, where providing exceptional customer experience is a passion
*From the team: *
We recruit based on excellence and fully believe that diversity is vital to our success. "Come and join one of the most exciting, challenging and talented teams within IG. Everyday we champion the client through continuously improving our client service to ensure we maintain our competitive edge. No two days are the same at IG which means we are continuously learning and developing in our careers
We are looking for an upbeat and enthusiastic person, who is open minded and has a curious, can-do attitude. You, like us, understand the importance of collaboration and are driven to be the best in what you do. You embody our three core values - to champion the client, learn fast together and raise the bar. You want to be part of a proudly carbon-neutral company that will prioritise your wellbeing and that of the world around you, helping to create a brighter future for all. A company that embraces diversity and welcomes everyone with respect, regardless of race, age, sexual orientation, gender, identification, faith or culture. If you're inspired by our way of working and can bring something new to our team of top-notch people, then you'll find a home here.
*What we offer*
• Competitive salary
• Contribution to medical aid for you, your children and spouse
• Life insurance
• Contribution to gym memberships
• Comprehensive global and local onboarding process - to the company and to your role
• Unlimited access to LinkedIn Learning Platform
• Funding for trainings or studies relevant to your role
• Employee-led LGBTQ+, Women's, Black and Parents & Carers networks with annual budget for organizing events & projects that foster an open, diverse and inclusive culture
• Option to participate and create ESG initiatives based on IG Brighter Future Fund
• 2 additional days off a year for voluntary work
• 1 additional day off to celebrate your Birthday
Currently
• Work from home or office (Hybrid model)
• Home office equipment reimbursement
• Flexible working hours
• Online stretching sessions
• Online wellbeing weeks
• Online social events
• Depending on pandemic situation - summer parties
*In the office*
Come to work in a comfortable, state of the art office containing all the things you need to succeed. Each of us works from laptops, at agile, ergonomic workstations designed to support our roles. Our spacious, open-plan offices provide a modern, dynamic setting for you to excel. On top of current benefits employees may enjoy here:
• Free fresh fruits and coffee
• Game nights
• Christmas lunches
• App based parking spots booking system
• Bike parking and shower
• Games: Foosball and ping-pong table, consoles and board games
• Annual parties - summer picnic and Christmas Party
• Other social events
We are looking for an upbeat and enthusiastic person, who is open minded and has a curious, can-do attitude. You, like us, understand the importance of collaboration and are driven to be the best in what you do. You embody our three core values - to champion the client, learn fast together and raise the bar. You want to be part of a proudly carbon-neutral company that will prioritise your wellbeing and that of the world around you, helping to create a brighter future for all. A company that embraces diversity and welcomes everyone with respect, regardless of race, age, sexual orientation, gender, identification, faith or culture. If you're inspired by our way of working and can bring something new to our team of top-notch people, then you'll find a home here.
As a Global Forecasting & Planning Analyst, you'll be responsible for ensuring our client services agents are in place at the right time, with the right skills to deliver world-class service to our global client base. This is an exciting time to join, as we are on the cusp of implementing a market-leading contact centre and workforce management platform, so you'll have the opportunity to shape the future direction of the client service WFM function. You'll be responsible for planning the shift schedules for our global client services teams, ensuring we meet our service objectives. You'll also be responsible for forward planning and forecasting for the global department, working with key stakeholders to budget future headcount requirements.
*Who we are *
We've been at the forefront of trading innovation since 1974, taking on the challenge to deliver an unmatched experience for our clients and raise the bar for tomorrow's opportunities. Today, we're a global fintech company incorporating the IG, tastytrade, IG Prime, Spectrum and DailyFX brands, with a presence in 20 countries across five continents and over 400 000 active clients worldwide. But we know our success is only possible because of our people, who we encourage and empower to be brave, determined and inventive. Join us if you'd like to work in an inclusive, collaborative team that will recognise your talent and allow it to shine.
*Where you'll work *
As part of our hybrid working environment, you'll split your time between home and the office. In this way, you'll be able to enjoy a better work-life balance and always bring your best self to your role. At the office, you'll have access to everything you'd expect from a world-class employer, such as a modern working environment, agile spaces, private quiet rooms and breakout areas. Plus, all our offices are located in iconic city centres, close to everything you might need for a rewarding working experience. This role will be open to applicants in Johannesburg.
*How you'll grow *
Your personal and professional development are important to us. As a company that's constantly redefining the boundaries of possibility, we'll challenge you to push yourself, accelerate your ambitions and rise to new levels of excellence. We know that's a big ask, so we'll make sure that you're supported all the way, getting the backing you need and the recognition you deserve. If you connect with our vision and can get behind it, you'll be rewarded with countless opportunities to experience new things and enhance your abilities.
* Workforce planning and forecasting for a multi-skilled, mult-lingual, cross-location global contact centre
* Using data to drive decisions and clearly articulating proposals to senior stakeholders
* Using a range of market-leading WFM platforms (experience with Genesys Cloud would be an advantage)
* Modeling forecasting problems, discovering business insights, and developing short-term and long-term contact forecasts through the use of advanced analytical techniques
* Ensuring efficient delivery of service by overseeing & optimizing agent scheduling, along with tracking adherence to real-time
* Possess excellent interpersonal and communication skills
* Be self-motivated and pro-active
* Have the ability to multi-task, adapt and prioritise for changing business needs
* Use a logical and analytical approach to problem solving
* Genuinely and demonstrably champion the client, where providing exceptional customer experience is a passion
*From the team: *
We recruit based on excellence and fully believe that diversity is vital to our success. "Come and join one of the most exciting, challenging and talented teams within IG. Everyday we champion the client through continuously improving our client service to ensure we maintain our competitive edge. No two days are the same at IG which means we are continuously learning and developing in our careers
We are looking for an upbeat and enthusiastic person, who is open minded and has a curious, can-do attitude. You, like us, understand the importance of collaboration and are driven to be the best in what you do. You embody our three core values - to champion the client, learn fast together and raise the bar. You want to be part of a proudly carbon-neutral company that will prioritise your wellbeing and that of the world around you, helping to create a brighter future for all. A company that embraces diversity and welcomes everyone with respect, regardless of race, age, sexual orientation, gender, identification, faith or culture. If you're inspired by our way of working and can bring something new to our team of top-notch people, then you'll find a home here.
*What we offer*
• Competitive salary
• Contribution to medical aid for you, your children and spouse
• Life insurance
• Contribution to gym memberships
• Comprehensive global and local onboarding process - to the company and to your role
• Unlimited access to LinkedIn Learning Platform
• Funding for trainings or studies relevant to your role
• Employee-led LGBTQ+, Women's, Black and Parents & Carers networks with annual budget for organizing events & projects that foster an open, diverse and inclusive culture
• Option to participate and create ESG initiatives based on IG Brighter Future Fund
• 2 additional days off a year for voluntary work
• 1 additional day off to celebrate your Birthday
Currently
• Work from home or office (Hybrid model)
• Home office equipment reimbursement
• Flexible working hours
• Online stretching sessions
• Online wellbeing weeks
• Online social events
• Depending on pandemic situation - summer parties
*In the office*
Come to work in a comfortable, state of the art office containing all the things you need to succeed. Each of us works from laptops, at agile, ergonomic workstations designed to support our roles. Our spacious, open-plan offices provide a modern, dynamic setting for you to excel. On top of current benefits employees may enjoy here:
• Free fresh fruits and coffee
• Game nights
• Christmas lunches
• App based parking spots booking system
• Bike parking and shower
• Games: Foosball and ping-pong table, consoles and board games
• Annual parties - summer picnic and Christmas Party
• Other social events
We are looking for an upbeat and enthusiastic person, who is open minded and has a curious, can-do attitude. You, like us, understand the importance of collaboration and are driven to be the best in what you do. You embody our three core values - to champion the client, learn fast together and raise the bar. You want to be part of a proudly carbon-neutral company that will prioritise your wellbeing and that of the world around you, helping to create a brighter future for all. A company that embraces diversity and welcomes everyone with respect, regardless of race, age, sexual orientation, gender, identification, faith or culture. If you're inspired by our way of working and can bring something new to our team of top-notch people, then you'll find a home here.
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