Head Of Planning

4 weeks ago

Durban, South Africa Trending Talent Solutions Full time

The Head of Workforce is a senior leadership role responsible for overseeing all workforce functions across the BPO business. This includes strategic staffing, capacity planning, forecasting, scheduling, real-time management, and performance reporting. The role manages a team of Workforce Managers, Planning Analysts, and Real-Time Administrators to ensure optimal resource utilization, SLA adherence, and cost efficiency across all sites and client accounts. The Head of Workforce acts as a key liaison between operations, client services, recruitment, and executive leadership, driving workforce strategy aligned with business goals. Job Objectives Job Objectives Lead end-to-end workforce planning across the organization, covering long-term capacity, short-term scheduling, and real-time adjustments. Develop staffing strategies that support business growth, efficiency, and client requirements. Align workforce plans with financial targets, contract obligations, and service level agreements (SLAs). Manage and mentor Workforce Managers, Capacity Planning Analysts, and Real-Time Administrators across multiple sites or regions. Set goals, KPIs, and performance standards for the WFM team. Promote collaboration and best practice sharing across workforce functions. Oversee the development and accuracy of call / workload forecasts across all lines of business. Ensure capacity plans align with hiring, training, and ramp timelines. Monitor shrinkage, attrition, and productivity trends and incorporate them into planning cycles. Ensure effective scheduling practices that balance operational efficiency with employee engagement. Supervise real-time monitoring of contact center operations to respond proactively to volume fluctuations or staffing gaps. Implement playbooks for intraday recovery, call overflow, and service recovery protocols. Produce regular workforce performance reports and insights for executive and client stakeholders. Analyze trends to make data-driven recommendations on staffing and operational decisions. Support new business transitions with workforce models, site readiness, and staffing simulations. Work closely with Operations, HR, Talent Acquisition, Training, Finance, and Client Services to ensure end-to-end workforce readiness. Partner with clients to communicate workforce strategies and align expectations. Key Competencies Leading & Supervising Planning & Organising Strategic Workforce Leadership Operational Expertise Across WFM Functions Analytical & Data-Driven Decision-Making Stakeholder Influence & Communication Change Management & Agility Customer-Centric Mindset Business Continuity & Risk Planning Durban All positions will be filled in accordance with our Group Employment Equity plan. #J-18808-Ljbffr

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