Ithemba Recruitment

Real Time Planning Manager

Ithemba Recruitment  •  Durban, ZA (Onsite)  •  2 months ago
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Job Description

Key purpose:

Reporting to the Head of Planning, this extremely varied role will be to support and develop your team. To oversee the management of the real time delivery of our advisers and support the interaction with operational teams and client resource planning teams.

 Duties and responsibilities:

  • Proactively monitor the performance of the advisors and work with the operational teams to deliver Real Time KPIs
  • Service levels and calls answered goals
  • AHT performance
  • Schedule conformance and adherence
  • Provide daily feedback to the planning team on the effectiveness and accuracy of plans being completed.
  • Effective communication with the client resource planning teams on our staffing levels to enable the client to make informed decisions on the throttling of calls to partner sites.
  • Post-day analysis on main KPIs and performance of teams to enable the operational managers to optimise their teams performance.
  • Accountable for escalation of any immediately impacting issues either with resource levels or systems
  • Client relationships
  • Experience of managing a real time 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 but not essential
  • Ability to develop real time 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
  • Advanced Excel skills
  • Awareness of commercial models employed within the accounts and the impacts of their teams decisions on financial performance.

Qualifications and experience:

  • At least 3 year minimum experience in managing a team
  • Degree qualification in Math
  • Proven experience in a Real Time delivery environment
  • Professional qualification in Planning
Ithemba Recruitment

About Ithemba Recruitment

Ithemba Recruitment is an organisation that specializes in the placement of quality candidates in various industries.

We at Ithemba recruitment are “specialist generalists” we have the understanding that the we are able to recruit for a wide range of positions in various job functions that clients may require because we prefer to be seen as specialists for our clients needs and culture rather than specialists in a specific sector.

We feel that any position can be qualified by the correct understanding of people rather than what field they work in. We feel that by communicating effectively with candidates and having respect for their needs, requirements and time – we are able to form relationships and properly understand our candidates and the culture that they would fit into so as to service our clients’ needs more effectively. You could possibly classify us as “Versatilist”.

Whether you are in need of a new member of staff or as we like to call it "a new family member"​ or if you are in search of a new opportunity our consultants are ready to take your call.

Industry
Consulting & Advisory
Company Size
11-50 employees
Headquarters
Durban, ZA
Year Founded
Unknown
Website
ithembarecruitment.co.za
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