Marloe Josias

[email protected] • 0739517913 • Kuilsriver, Western Cape

PROFESSIONAL SUMMARY

I am an exceptional hard worker, an energetic person and a fast learner. Through my interaction with fellow colleagues and others around me, I have developed excellent communication and interpersonal skills. I work well in a team and I work well under pressure and adhere to deadlines. As an individual, I am very eager to learn more skills and I am adaptable to change, responsible, trustworthy and punctual. My hobbies are playing sports, camping, swimming and socializing with peers. I am willing to learn and grow to empower myself and make a useful contribution to the organization.

WORK EXPERIENCE

Junior Workforce Planner
07/2024 - Present
Ten Lifestyle Group
• Create and maintain Customer Service Host and Team Manager rosters that align staffing levels with forecasted contact volumes across all channels (voice, chat, email)
• Ensure rosters support 24/7 operational coverage, considering peak periods, promotional events, and regulatory obligations
• Adjust schedules in response to real-time performance data, absence trends, and business updates
• Manage shift swaps, leave requests, and other scheduling exceptions while maintaining adequate coverage
• Collaborate with the Forecasting team to align scheduling with volume projections and historical data
• Ensure shift patterns comply with labour laws, regulatory requirements, and internal policies
• Recommend improvements to shift structures, coverage models, and resource utilization
• Contribute to capacity planning to support business growth, seasonal trends, and product launches
• Produce and share regular reports on schedule adherence, shrinkage, and staffing gaps
• Monitor roster efficiency and provide recommendations to the Operations Manager
• Analyze the impact of rostering decisions on service levels and operational performance
• Work closely with Team Managers, Real-Time Analysts, and HR to support workforce management processes
• Communicate clearly with Customer Service Hosts about schedules, changes, and expectations
• Support projects involving new tools, processes, or shifts in operational demand
Workforce Management Analyst
01/2024 - 06/2024
Concentrix South Africa
• Distribute accurate and timely agent schedules
• Input Intraday corrections and exceptions into systems for agent time off and absences
• Monitor inbound volume for unusual activity to ensure staffing needs are met
• Recognize scheduling issues and escalate as necessary
• Initiate and coordinate trouble tickets and escalate issues as required
• Monitor and resolve agent availability concerns via face-to-face communications, phones, and messaging applications with agents and command center
• Review agent availability to ensure that client service agreements are met
• Engage with agents to check for call drivers and if help is required to maintain AHT remains on target on hourly basis
• Escalate to team leads and Operation managers if people are not adhering to queue guidelines
• Help coordinate with the training department for learning completions and site engagement activities (offlines)
• Send daily updates for AHT, login/logout reports, Service Levels per hourly intervals
• Adapt their schedule to cover for operation based on planned schedules with other similar peers
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) Related to Service Levels and AHT
• Send daily and weekly updates for schedule adherence based on breaks, lunch, any other staffed time vs planned
• Stay current on internal work processes, policies, and procedures
Workforce Management Analyst
01/2023 - 01/2024
EXL South Africa
• Intraday monitoring of real time floor activities: adherence, break optimization, tracking attendance, shrinkage, occupancy, productive hours, etc
• Plotting schedule changes and amendments on Verint in line with Operational needs
• Oversee and facilitate all planned off-phone time to optimize operational performance whilst ensuring all necessary activities are executed as per normal
• Creating daily, weekly and monthly reports and provide trend analysis to the ops team
• Prepare Intra-Day and End-of-Day client and internal reporting while ensuring timeliness and accuracy of data
• Proactively identify resourcing issues that will impact service delivery to clients both short and long term
• Proactively identify any unplanned activity that could affect message handling, and liaise with applicable stake-holders to highlight these activities
• take part in managing workload within team to achieve all agreed SLAs and targets
Real Time Analyst
05/2022 - 12/2022
iContact BPO
• Intraday monitoring of real time floor activities: adherence, break optimization, tracking attendance, etc
• Realtime monitoring of various messaging queues
• Creating daily, weekly and monthly reports and provide trend analysis to the ops team
• Monitor messages and track agent on and off-message activity
• Prepare Intra-Day and End-of-Day client and internal reporting while ensuring timeliness and accuracy of data
• Proactively identify resourcing issues that will impact service delivery to clients both short and long term
• Proactively identify any unplanned activity that could affect message handling, and liaise with applicable stake-holders to highlight these activities
Real Time Analyst
11/2020 - 03/2022
Teleperformance SA
• Intraday monitoring of real time floor activities: Adherence, AHT, AUX and call queues, etc
• Monitor calls and agent on and off-phone activity
• Assist CCM, ACCM(s) and Team Managers to ensure that productivity of staff is maximized by monitoring applicable on and off-phone activity
• Identify any unplanned activity that could affect call-handling, and liaise with applicable stake-holders to highlight these activities, and mitigate against them
• Communicate with relevant departments making recommendations to resolve any issues, including client contacts
• Proactively identify resourcing issues that will impact service delivery to clients both short and long term
• Optimize the use of resources to deliver to contractual and departmental objectives and KPI”s
• Prepare Intra-Day and End-of-Day client and internal reporting while ensuring timeliness and accuracy of data
• Making necessary adjustment in scheduling software to appropriately track the productivity of contact centre agents

EDUCATION

Grade 12/Matric
01/2009
Kuilsriver Technical High School , Kuilsriver, Western Cape

SKILLS

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