Resourcing Manager

4 months ago


Johannesburg, South Africa Select One Full time

Duties will include but not be limited to:

Workforce Management:
  • Develop and implement workforce planning strategies to ensure the right number of staff with the necessary skills are available to meet customer demand
Capacity Planning:
  • Collaborate with sales, project management, marketing, and customer support teams to understand upcoming projects, promotions, and anticipated increases in customer interactions and allocate resources accordingly
Scheduling and Allocation:
  • Develop and manage employee schedules to optimize coverage during peak demand periods while maintaining cost efficiency
Performance Analysis:
  • Monitor and analyse key performance indicators (KPIs) related to resource planning, such as service levels, response times, and customer satisfaction
Collaboration:
  • Work closely with the Operations and Project Delivery Directors, and HR to identify gaps and assist in the hiring process
Continuous Improvement:
  • Implement and refine resource planning processes to adapt to changing business needs and industry trends
Technology Utilization:
  • Leverage workforce management tools and software to automate processes, enhance forecasting accuracy, and streamline scheduling
Risk Management:
  • Identify potential risks and challenges related to resource planning and propose mitigation strategies
Requirements:
  • Bachelor's degree in business administration, finance, operations management, or a related field
  • 7+ years of experience in resource planning, capacity planning, or project management, preferably in a dynamic and fast-paced service desk environment
  • Experience with managing a distributed global team
  • IT / software industry experience required
  • Experience / knowledge of DevOps
  • A working knowledge of WFM platforms, ideally Calabrio
  • An understanding of different CC, UC and/or network technologies
  • Passion for customer and employee experience
  • Self-motivated team player with excellent interpersonal skills


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