Workforce and Call Centre Staff Planning Lead

SUMMARY:
Calling all BPO / Call Centre Workforce Planners! If workforce magic and campaign strategy is your jam, I’ve got the perfect lead role for you in Durban North! Don’t just plan to apply - Make it happen!

POSITION INFO:
The successful incumbent will work for a company that has a passion for delivering high quality customer service as well as developing their staff and investing in their growth.

Reporting to the Finance Director, you will support and develop the planning team and ensure accurate and commercially viable resource models. Working with department heads, you will be responsible for forecasting, planning and scheduling operational teams.

In this role you will also be accountable for the direction and development of the planning function and developing your own model for the planning department.

Duties Include:

• Build and lead a high performing planning team
• Build strong planning relationships with clients
• Develop resource forecasting models
• Analyse future demand and supply forecasts, liaising with departments to ensure sufficient resources for meeting SLA’s
• Work with operations to plan the daily workflow
• Manage holidays and shrinkage in line with forecasts
• Make appropriate plans for expected changes in projects and workloads
• Operational support across channels, drive operational excellence and efficiency improvements
• Work with operations to identify operational, financial and process efficiencies
• Produce FTE modelling solutions
• Monitor and propose effective shift patterns to meet business requirements
• Monitor and report on forecast accuracy and trends
• Provide information, analysis and advice on headcounts

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

• 4 to 5 years’ experience in a resource or workforce planning role 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