Description:
Workforce Planning Manager – BPO / Call Centre | Durban NorthGot a talent for dialing up efficiency and answering the call for strategic workforce planning? An international powerhouse in the BPO / call centre industry is looking for a Workforce Planning Manager to keep operations running like clockwork in Durban North!Ready to take the call? Let’s connect! If you’re 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 the manage the service delivery of business and support interaction with operational teams and client resource planning teams.
In this role you will also be accountable the management of 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 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 client business model
- Liaise with operational and support teams to ensure effective account sizing
- Accurately document issues and results producing commentary on performance of accounts
- Audit current practice and bench marking against industry standards
- Support and develop 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!
For more finance jobs, please visit www.networkrecruitmentinternational.com
If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles / positions.
For more information, contact:
Elzette Hood
Senior Recruitment Specialist: Finance and Audit
012 348 4940
Requirements:
- 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 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 client business model
- Liaise with operational and support teams to ensure effective account sizing
- Accurately document issues and results producing commentary on performance of accounts
- Audit current practice and bench marking against industry standards
- Support and develop skills of the Resource Planning Team
- Provide resource sizing models to bid teams
- Support operations through quarterly and annualised budget process
- Completed Matric (Grade 12)
- Relevant tertiary qualification in Resource Planning preferred
- 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
16 Feb 2025;
from:
careers24.com