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Wfm Planning Manager

4 months ago

Cape Town, Western Cape, South Africa Teleperformance South Africa Full time

Job description

Title:
Planning Manager

Department:

WFM

Reports to:

WFM Director

Location:

SA

Contract Type:
Permanent

Grade:
Manager

Job Overview
- the day to day delivery of accurate Contact Forecasting, FTE Requirements and Scheduling short, mid and long range
- leading a team of analysts
- independent management of client relationships
- supporting
WFM Director with reporting of accounts staffing position and outlook, as well as any project work as and when required

Main Job Requirements

  • You must be able to demonstrate your ability to plan, prioritise, organise and review the progress of your own work ensuring that all plans are followed and timescales and objectives are met.
  • You will be able to adapt to a variety of situations whilst understanding and appreciating different and opposing perspectives.
  • You will be able to demonstrate team management and coaching skills
  • Ability to integrate into an already successful team
  • Demonstrate your ability to work under pressure
  • Openminded and flexible in dealing with circumstances as they arise
  • Excellent attention to detail with excel experience
  • Committed, enthusiastic, positive, resourceful and resilient

Competencies

  • Previous experience working and leading a Resource Planning / Workforce Management team
  • Direct experience of coaching and managing a team
  • Knowledge of NICE IEX tool required, additional
    WFM systems knowledge would be an advantage
  • FTE sizing/Account sizing (Modelling) experience
  • Advanced MS Excel
  • Onboarding/offboarding new clients/work type experience an advantage
  • Open, approachable, a proven team player with strong communication skills
  • Proven problem solving skills and a sound analytical approach
  • Ability to manage own workload to meet tight deadlines
  • Ability to work under pressure whilst maintaining accuracy
  • Ability to build strong working relationships
  • Selfmotivated with ability to motivate other
  • Organized and structured in approach
  • Ability to Forecast/Plan without system, Planning Systems (Verint, IEX, Genesys)
  • Mentoring/Training/Upskilling RTA's/Planners within the
    WFM space

  • WFM Toolkit experience is an advantage
  • MS Office (Excel, PowerPoint) experience a must. Level intermediate or above

Qualifications and Experience

  • Have worked in BPO within
    WFM for 25 years (preferred)
  • Matric Equivalent
  • Must have managerial experience (
    WFM Lead/ Manager)
  • Internal and external clients dealings (exposure/experience)

Job Location - Cape Town (Office based)

Job Types:
Permanent, Full-time

Job Types:
Full-time, Permanent

Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or planning to relocate before starting work (required)