Workforce Planning Manager

Recruiter:

Network Recruitment

Job Ref:

NPr002042/EHo

Date posted:

Sunday, February 16, 2025

Location:

Durban, South Africa

Salary:

480000 Annually

SUMMARY:
Got a talent for dialing up efficiency and answering the call for strategic workforce planning? An international powerhouse in the BPO / call centre industry is looking for a Workforce Planning Manager to keep operations running like clockwork, in Durban North! Ready to take the call? Let’s connect!

POSITION INFO:
Workforce Planning Manager – BPO / Call Centre | Durban North

If you’re a master of metrics, a scheduling strategist, and a forecasting whiz, this is your chance to make a global impact.

Reporting to the Head of Planning, your role will be to support and develop your team. Oversee and manage the service delivery of business and support interactions with operational teams and client resource planning teams.

In this role you will also be accountable for the management of the Planning Analysts.

Duties Include:

Responsibility for capacity plans, FTE plans, attrition analysis and recruitment numbers
Design, implement and distribute shift patterns and schedules for campaigns
Attend calls to present and discuss the current resourcing position with both clients and internal stakeholders
Provide the required management information to allow business areas to manage holidays effectively
Forecast processes and methodology to match the client's business model
Liaise with operational and support teams to ensure effective account sizing
Accurately document issues and results, producing commentary on the performance of accounts
Audit current practices and bench-mark against industry standards
Support and develop the skills of the Resource Planning Team
Provide resource sizing models to bid teams
Support operations through quarterly and annualised budget process

Education:

Completed Matric (Grade 12)
Relevant tertiary qualification in Resource Planning preferred

Job Experience & Skills Required:

3 to 4 years’ experience in a resource or workforce planning role essential
2 to 3 years' team management experience essential
BPO or Consulting industry experience essential
Experience with forecasting and scheduling for complex operations
Proven experience with designing and implementing resource models and strategies
Advanced MS Excel skills
Strong data manipulation experience
Ability to challenge and address issues and identify opportunities for financial growth
Strong analytical skills
Excellent verbal and written communication skills
Strong relationship building skills
Ability to work in a fast-paced, changing environment
High level of attention to detail

Apply now!
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