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Durban: Head Of Resource Planning

Head Of Resource Planning

Posted on 2025-01-24

Salary MR Monthly

Location

Job Summary

Key

Responsibilities:

-Build and lead a high performing planning team that delivers excellent outcomes for the business. -Build strong planning to planning relationships with all clients. -Develop resource forecasting models, ensuring that all resource planning forecasts, scenarios and recommendations are based on sound commercial basis, ensuring resources are utilised effectively -Analyse future demand and supply forecasts for all clients liaising with relevant departments to ensure that we have enough resource to achieve SLAs -Work collaboratively with the Operational Management Teams to plan the daily workflow to ensure all operational SLAs are achieved -Managing holidays and shrinkage in line with forecasts. Working with the Operational Management Team to authorise offline activity -Making appropriate plans for expected changes in profile and workloads. Investigating potential scenarios and finding solutions to challenges -Offer daily operational support across all channels, drive operational excellence and efficiency improvements -Work with the Senior Operational Team to shape, define and deliver customer service KPIs around productivity and proactively report and review performance -Work with the Senior Operational Team to identify operational, financial and process efficiency`s. Produce FTE modelling solutions to drive the most cost effective and efficient solutions for the business -Seek opportunities to improve MI, technologies, workforce management tools and roster management -Continually monitor and propose effective shift patterns to match business requirements, optimising the performance of all Operational Teams and maximising agent satisfaction by providing flexible options -Monitoring and reporting on forecast accuracy, trends and utilisation -Provide information, analysis and advice on headcount and pipeline -Providing daily, weekly and monthly reports to the Leadership Team as required Knowledge and Skills required: -Previous experience of being in a similar role (essential) -Previous experience of forecasting for a multi-channel customer service function, forecasting demand for voice, email, chat and back-office tasks (essential) -BPO experience (preferred but not essential) -Experience of forecasting and scheduling for complex operations -Proven experience of designing and implementing contact centre resource models, impact assessments and scenarios to influence and communicate -Advanced use of MS Office suite packages (particularly Microsoft excel) -Strong data manipulation experience -Self-motivated and performance driven with the ability to manage and prioritise a heavy workload -Excellent communication, ability to work well with a wide range of people -Experience with workforce management system IEX Totalview (NICE) experience preferred but not essential -Ability to develop resourcing strategies used to deliver client requirements -Previous experience of working in a fast paced, cross-functional group -Highly developed stakeholder management skills -Ability to challenge and question trends to address issues and identify opportunities for financial growth -A high level of accuracy and attention to detail -Strong analytical, communication, management and organisational skills -Awareness of commercial models employed within the accounts and the impacts of their teams decisions on financial performance. Qualifications and Experience: -Proven experience in a Resource & Planning environment -At least 3-year minimum experience in managing a team -Professional qualification in Resource Planning (Desired)

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Head Of Resource Planning position available in eThekwini, Durban. This job position was posted by . The job has been posted on 2025-01-24 in the Customer Service Support category

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