Workforce Planning Manager

6 months ago


Durban, South Africa Kura Full time

**Salary**:
**Job Title: Workforce Planning Manager**

**Location: Richefond Circle, South Africa**

**Salary**:
R25 000 - R35 000 per month + medical insurance

Role Details:
**This is a permanent full-time role as a Workforce Planning Manager in our Mount Edgecombe, South Africa office. This role is ideal for someone who has at least two years minimum experience in managing a team. Must have experience working in planning/service delivery team, experience with workforce management system, and strong attention to detail. The role is on-site.**

If you have experience managing a team of planners to deliver the planning and real time cycle for operational accounts, delivering cost effective resource models that ensure financial as well as operational performance, then this role is for you. The role includes the following responsibilities:

- 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.
- 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.
- 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.

**Requirements**:
**Essential**
- NQF level 4/5
- Lean 6 Sigma preferrable
- Experience with workforce management system -NICE WFM ( IEX ) experience preferred

**Desired**

Award winning capabilities in Planning

Next steps:



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