Johannesburg: Resource Planning / Capacity Planning Manager

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Job Summary

Duties will include but not be limited to: Workforce Management: Develop and implement workforce planning strategies to ensure the right number of staff with the necessary skills are available to meet customer demand Capacity Planning: Collaborate with sales, project management, marketing, and customer support teams to understand upcoming projects, promotions, and anticipated increases in customer interactions and allocate resources accordingly Scheduling and Allocation: Develop and manage employee schedules to optimize coverage during peak demand periods while maintaining cost efficiency Performance Analysis: Monitor and analyse key performance indicators (KPIs) related to resource planning, such as service levels, response times, and customer satisfaction Collaboration: Work closely with the Operations and Project Delivery Directors, and HR to identify gaps and assist in the hiring process Continuous Improvement: Implement and refine resource planning processes to adapt to changing business needs and industry trends Technology Utilization: Leverage workforce management tools and software to automate processes, enhance forecasting accuracy, and streamline scheduling Risk Management: Identify potential risks and challenges related to resource planning and propose mitigation strategies

Requirements:

Bachelor`s degree in business administration, finance, operations management, or a related field 7 years of experience in resource planning, capacity planning, or project management, preferably in a dynamic and fast-paced service desk environment Experience with managing a distributed global team IT / software industry experience required Experience / knowledge of DevOps A working knowledge of WFM platforms, ideally Calabrio An understanding of different CC, UC and/or network technologies Passion for customer and employee experience Self-motivated team player with excellent interpersonal skills

Resource Planning / Capacity Planning Manager position available in Gauteng, Johannesburg. This job position was posted by . The job has been posted on 2024-06-08 in the It Computing Software category

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