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Workforce Planning Manager

4 weeks ago

Umhlanga, South Africa Pr Consulting Full time

To manage a team of Planning Analysts.

Reporting to the Head of Planning, this extremely varied role will be to support and develop your team. To oversee the management of the service delivery of our business and support the interaction with operational teams and client resource planning teams.

In addition to this the role will require you to lead through your team:

- 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.

**KEY 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

**JUDGEMENT AND DECISION MAKING**
- Ability to make key decisions that impact resource
- Ability to problem solve and come up with solutions
- Ability to identify when and how to escalate
- Understand when and who should be challenged when there are issues
- Must be able to intuitively execute resource planning strategies

**Salary**: R25,000.00 - R35,000.00 per month

**Experience**:

- Workforce Planning Management: 2 years (required)
- working in a call centre: 2 years (required)

Ability to Commute:

- Umhlanga, KwaZulu-Natal (required)

Ability to Relocate:

- Umhlanga, KwaZulu-Natal: Relocate before starting work (required)