Job Description

A leading CX provider, unrivalled in developing and training its people to be the best they can be. This investment in people ensures longest staff retention possible enabling them to best serve client's customer service needs.

This leaders main function will be to manage a team of Planning Analysts.

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.

Key Responsibilities

• 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 KTs Bid Team to support RFP process
• Support operations through quarterly and annualised budget process

Key Requirements

Professional Experience:

• 2+ years Experience of managing a workforce planning team, ideally within an outsourced contact centre environment
• NQF level 4/5
• Lean 6 Sigma preferrable
• Desired: Award winning capabilities in Planning
• 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.

Soft Skills:

• Enthusiastic about workforce management as a value ad service
• Ability to manage stakeholder relationships both internally and externally
• Articulate and create storyline through performance delivery

Judgement & Decision Making

• Ability to make key decisions that impact resource
• Ability to problem solve and come up with solutions
• Ability to identify when and how to escalate
• Understand when and who should be challenged when there are issues
• Must be able to intuitively execute resource planning strategies