Resource Planning Manager

Join to apply for the Resource Planning Manager role at Sigma Connected Group Location: Cape Town As a Resource Planning Manager, you will be supporting the wider planning teams in delivering clear, effective Planning and real-time delivery across multiple accounts, supporting various client needs as well as Sigma Operations. You will report directly to the Head of Planning. What being a part of the Sigma Family means for you Career development and opportunities to apply for internal promotions following your probationary period. Monthly, Quarterly and Annual awards with prizes. Employee Assistance Program (EAP) and Mental Health First Aiders support. Receive a tree in the Sigma Forest after probation and review its carbon impact. Medical Insurance – covers doctor visits, optometrist appointments and dental, funeral cover, and Group Life Cover. Transportation benefits including shuttle services. Internal social collaboration platform access. Inclusive, diverse workplace culture. What Your Day-to-Day will Look Like You will manage the Planning team within the Sigma estate to ensure effective and accurate delivery of capacity plans, design and publication of optimal schedules, and scheduling of offline activity to meet operational and contractual requirements. Build and evolve capacity plans and performance projections that are fit for purpose. Maintain delegated planning models enabling a digestible holistic view of FTE, requirements, attrition, recruitment, and spans of control ratios. Support headcount tracking, ensure plans and data sources reconcile, resolve gaps, and liaise with stakeholders to deliver this. Identify risks on delivery within campaigns and take proactive measures to resolve them. Drive consistency and process alignment, ensuring the right tools and techniques are used to deliver a quality-assured planning service. Collaborate with the Workforce Optimization Team to track schedule fit to requirements and continuously improve shift patterns at Sigma. Drive standardization of Planning outputs and operating rhythm; ensure processes are documented and maintained. Leadership and Skills You are a natural-born leader who is vibrant, energetic, and eager to drive high performance and excellent customer service across platforms. You are forward-thinking, able to manage under pressure, and focused on continuous improvement. You have excellent knowledge of core planning concepts, experience with workforce planning systems (e.g., IEX, Teleopti, Verint), and strong coaching and people-management skills. You can engage and collaborate with stakeholders at all levels and adapt messaging to diverse audiences. Requirements You have a minimum of 5 years planning experience within a BPO environment. You have more than 3 years of management/leadership experience. You have excellent knowledge of WFM tools. You have Matric or a relevant tertiary qualification. You are a strong verbal and written communicator with excellent attention to detail. You have Resource Planning experience that encompasses the full planning cycle. You have a track record of implementing continuous improvement initiatives. You have extensive knowledge of WFM processes, procedures, and methodologies. You have exceptional stakeholder management experience. You can build capacity plans and resource models within a multi-skilled BPO environment; multi-channel experience is advantageous. Simple and Straight Forward Recruitment: We don’t require candidates to jump through hoops. If you meet all relevant criteria, we’ll proceed with shortlisting after your application via ICIMS. If you like the sound of being part of the Sigma Family, apply now. #J-18808-Ljbffr