Resource Planning Manager

2 weeks ago


Durban, South Africa Kura Full time

**Salary**:
**Job Title: Resource Planning Manager**

**Location: Mount Edgecombe, South Africa**

**Salary**:
R35 000 - R50 000 per month + medical insurance

Job Details:
**This is a permanent full-time role as a Resource Planning Manager in our Mount Edgecombe, South Africa office. This role is ideal for someone who has at least three 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:

- 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.
- Attend daily/weekly calls to present and discuss current resourcing position with both clients and internal stakeholders
- Providing required management information to allow business areas to manage holidays effectively
- Forecasting processes and methodology to match the client business model
- 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
- Auditing current practice and bench marking against industry standards
- Supporting and developing the skills of the Resource Planning Team
- Provide resource sizing models to Kura’s Bid Team to support RFP process
- Support operations through quarterly and annualised budget process

**Requirements**:

- Professional qualification in Resource Planning
- Proven experience in a Planning/Service Delivery environment
- Experience of working in a Planning/Service Delivery Team, ideally within an outsourced contact centre environment
- Well versed in the provision and design of commercially aware resource models
- Experience with workforce management system - IEX Totalview experience preferred but not essential
- Knowledge of Avaya, IEX Totalview, Genesys, CC Pulse

Next steps:



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