Nomusa P. Masondo

Articulate, confident and energetic person with strong communication skills at all levels. Self-motivated and able to take initiative with acquired problem-solving skills, adaptability and teamwork abilities. Customer-oriented individual capable of meeting deadlines. Seeking a Scheduler/Planner position to apply skills and contribute to organizational goals.

WFM Scheduler - Merchants Dimension Data

(2023-07)

• Developed and managed daily, weekly, and monthly schedules for agents to ensure optimal coverage and alignment with forecasted contact volumes.
• Collaborated with WFM Planners to ensure alignment between forecasted demand and workforce availability, adjusting schedules to meet both short-term and long-term needs.
• Liaised with team leaders, supervisors, and other stakeholders to communicate schedule changes, staffing requirements, and shift assignments.
• Coordinated leave and approved requests for time off.
• Generated and distributed daily, weekly, and monthly reports on schedule adherence, staffing levels, and service level performance, providing actionable insights to management.
• Ensured all schedules complied with labor laws, company policies, and including regulations on working hours, breaks, and overtime.
• Participated in the ongoing evaluation and improvement of scheduling processes, contributing to initiatives that enhanced operational efficiency and employee satisfaction.

Acting WFM Scheduler - Merchants Dimension Data

(2022-11 - 2023-06)

• Completed agents schedules within agreed timeframes and in line with call volume, Average Handling Time and shrinkage forecasts.
• Administration of extra time governed by the scheduling process.
• Recorded all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime.
• Analyzed AHT and Call Volume trends.

Real Time Administrator - Merchants Dimension Data

(2016-09 - 2023-10)

Monitored Real Time Adherence and ensured that all staff was logged in and adhering to their schedule. Adjusted the intraday forecast derived from understood business drivers to determine required staffing levels by projecting call volumes, call durations and required staffing levels using current trends and historical data. Completed root-cause analysis to determine and quantify reasons for forecast variance and recommended changes to enhance forecast accuracy and effectiveness.

Customer Care Consultant - Merchants Dimension Data

(2015-12 - 2016-08)

• Answered calls and responded to emails.
• Routed calls to appropriate resources.
• Captured customer information into the system.
• Researched required information using available resources.
• Managed and resolved customer complaints.
• Updated existing customer information.
• Captured all call information according to standard operating procedures.
• Identified and escalated priority issues.

Diploma - Contact Centre Management - Tshwane University of Technology (2014)

Matric Certificate - Ephes Mamkeli Secondary School (2011)