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Senior Resource Planner

2 months ago

Cape Town, Western Cape, South Africa Red Ember Recruitment (PTY) Ltd Full time

Key Responsibilities:

As a Forecasting and Scheduling Analyst at Red Ember Recruitment (PTY) Ltd, you will be responsible for undertaking resource planning activities across the long-, medium-, and short-term time horizon.

Your primary goal will be to ensure the creation of accurate plans and the optimal use of resources to deliver sales, financial, and service level targets.

Key Activities:

  • Produce and continually refine business-level capacity plans that reflect the campaign's latest sales plans, operating model strategy, productivity aspirations, and target service standards.
  • Develop and implement resource plans through regular interaction with the campaign's Management Team, utilising available Finance and Marketing inputs, and tracking historical actuals.
  • Run scenario planning and make resourcing recommendations that drive the most value out of in-house and client operations.
  • Create demand forecasts for all customer interaction channels at a weekly, daily, and interval level (where required).
  • Produce optimal shift patterns to ensure the best possible coverage is delivered while adhering to any relevant employment legislation and considering colleague work-life balance.
  • Work with Operational teams to ensure that 'out of office' shrinkage (e.g., holidays) and 'in office' shrinkage (e.g., breaks, briefings) are effectively planned in line with demand profiles.
  • Monitor and drive real-time performance ensuring that the right people are in the right place at the right time to maximise productivity.
  • Work in close collaboration with the campaign's real-time team to deliver a 'one team approach' and drive the right performance outcomes across multiple work types and customer groups.