Job Description

xf0x9fx93x9eWere Calling All Workforce Wizards xe2x80x94 Its Time to Plan Your Next Power Move!xf0x9fx93x9e
If forecasting headcount gets your heart racing and scheduling gives you a thrill, then this role is right on queue! An international outsourcing giant is dialling in for a Workforce Planning Manager who can turn staffing chaos into strategic calm - and theyre not accepting voicemails.
This isnt your average planning gig. Were talking high-volume, high-stakes, high-impact work in the buzzing world of BPO. The ideal candidate will have exceptional planning prowess, a sixth sense for shifts, and experience managing the moving pieces of a fast-paced call centre environment (No BPO? No go!)
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!
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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
For more information please contact:
Elzette Hood