Workforce Planning Manager (Call Centre Staff)

Workforce Planning Manager BPO / Call Centre | Durban North

If youre 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!