Workforce Planning Manager
Workforce Planning Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Salary
Job Title: Workforce Planning Manager
Location: Richefond Circle
Hours: Monday to Friday 9am to 7pm
Salary: up to R660 000.00 per annum DOE
This is a permanent full-time role as a Workforce Planning Manager in our Richefond Circle South Africa office. The role is on-site.
Who we are
Kura provides award-winning outsourced contact centre solutions across UK and South Africa. Its software subsidiary Inisoft develops advisor desktop solutions with full omni-channel capabilities sold globally. Kura & Inisoft create and provide services and solutions to over 50 clients across many industry verticals. About Us: We are in business because we want to help people to develop and to reach their full potential.
We are building a culture that shifts the mind-set from focusing on things and stuff to people and behaviour. We call this process Crossing the Bridge. Our Vision is to be Unrivalled in Developing People.
Role Details
What if you worked with a company that has the same passion for delivering high quality customer service as you What if that company was highly focused on developing you as an individual invested in growing your leadership and management skills and giving you both the tools and autonomy you need to be successful
Reporting to the Head of Planning this extremely varied role will be to support and develop your team. To oversee the management of the service delivery of our business and support the interaction with operational teams and client resource planning teams.
In addition to this the role will require you to lead through your team:
- To manage the in-day resource management of our people focusing on schedule adherence intra-day re- forecasting and FTE delivery and communication to the client on capacity to handle call volumes.
- To provide clear analysis on previous performance and subsequent recommendation to optimise performance for the remainder of the day. This will be delivered through close monitoring of resource delivery via NICE WFM and associated technology together performance and summary reports to the management team.
- To optimize the resource levels this in turn will drive the maximum revenue and efficiency (margin) across the campaigns and site.
You will be responsible for:
- Overall responsibility for capacity plans FTE plans attrition analysis and recruitment numbers.
- Design implement and distribute shift patterns and schedules for campaigns to fit client requirements and achieve staffing and productivity targets.
- Attend daily/weekly calls to present and discuss current resourcing position with both clients and internal stakeholders.
- Providing required management information to allow business areas to manage holidays effectively.
- Forecasting processes and methodology to match the client business model.
- Liaising with operational and support teams to ensure effective account sizing.
- Accurately documenting issues and results producing daily weekly and monthly commentary on the performance of accounts.
- Auditing current practice and bench marking against industry standards.
- Supporting and developing the skills of the Resource Planning Team
- Provide resource sizing models to Kuras Bid Team to support RFP process
- Support operations through quarterly and annualised budget process
Benefits
As well as a clear structure for your personal and professional development we also provide a comprehensive package of benefits which include medical insurance canteen allowance and more.
Requirements
EDUCATION AND QUALIFICATIONS
Essential
- NQF level 4/5
- Lean 6 Sigma preferrable
Desired
- Award winning capabilities in Planning
SKILLS KNOWLEDGE AND CAPABILITY
- Experience of managing a workforce planning team ideally within an outsourced contact centre environment
- Well versed in the provision and design of commercially aware resource models
- Experience with workforce management system NICE WFM ( IEX ) experience preferred
- Ability to develop real time strategies used to deliver client requirements
- Previous experience of working in a fast paced cross-functional BPO 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
- Advanced Excel skills
- Awareness of commercial models within the industry and have the ability to understand the impact of their teams decisions on financial performance.
Next steps
Feel ready to jump in Click Apply Now or contact the team:
- WhatsApp our Recruitment Team:
- Email us:
Required Experience:
Manager
Employment Type
Full-Time
