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Operational Excellence Lead

3 weeks ago

Durban, KwaZulu-Natal, South Africa Performability Recruitment (Pty) Ltd Full time

About Us

At Performability Recruitment (Pty) Ltd, we are committed to delivering exceptional customer experiences through innovative solutions and expert talent.

Our teams are dedicated to developing and training their people to be the best they can be, ensuring the longest staff retention possible and enabling them to deliver outstanding service to our clients' customers.

Job Description

We are seeking an experienced Cross-Functional Resource Manager to join our team. In this role, you will be responsible for managing a team of planners and resource schedulers, working closely with the Finance Director to support and develop your team.

The ideal candidate will have a proven track record of experience in a Resource & Planning environment, with a strong understanding of forecasting and scheduling for complex operations.

Key Responsibilities

  1. Design and implement effective contact centre resource models, impact assessments, and scenarios to influence and communicate.
  2. Develop and maintain strong relationships with stakeholders, including Senior Operations Team members and Directors/Managers across the business.
  3. Provide data-driven insights to inform business decisions, identifying areas for improvement and implementing changes to drive efficiency and performance.
  4. Stay up-to-date with industry trends and developments, applying knowledge to drive innovation and improvement within the organization.
  5. Collaborate with Operational Management Teams to plan daily workflow and achieve operational SLAs.
  6. Manage holidays and shrinkage in line with forecasts, ensuring accurate resourcing.
  7. Recommend solutions to optimize effectiveness across all channels, gathering robust data and taking a proactive approach to identifying skills gaps.

Requirements

  • 3+ years minimum experience in managing a team, with a proven track record of success in a Resource & Planning environment.
  • Essential skills include advanced use of MS Office suite packages, particularly Microsoft Excel, as well as strong data manipulation experience.
  • Excellent communication and stakeholder management skills, with the ability to work well with a wide range of people.
  • A high level of accuracy and attention to detail, with the ability to manage and prioritize a heavy workload.