Strategic Operations Coordinator

2 weeks ago

Cape Town, Western Cape, South Africa Huntswood Full time
Job Overview

Huntswood is seeking a highly skilled Strategic Operations Coordinator to join our team in Cape Town.

About the Role

We are looking for a talented Financial Planning Specialist to play a key role in supporting our business operations in Western Cape, Cape Town.

As a Strategic Operations Coordinator, you will be responsible for planning and coordinating various financial and operational activities to ensure seamless execution of our business strategies.

Key Responsibilities
  • Forecasting and Planning: Develop accurate forecasts of workload, resource requirements, and resource planning to support financial and operational targets based on historical trends.
  • Trend Analysis: Conduct thorough trend analysis to understand reasons for customer contact changes in demand & workload, and present findings along with recommendations regularly to stakeholders.
  • Schedule Optimization: Produce timely and effective advisor and team-based schedules optimized to meet business needs for quality and efficiency, and accommodate Contact Centre drivers.
  • Staffing Plans: Create Interval, Daily, Weekly, and Monthly Staffing Plans including all assumptions against requirements (IDP's).
  • Operational Target Achievement: Assist in achieving operational targets through schedule optimization to maximize service delivery and productivity.
  • Service Level Management: Balance activities/staffing to ensure that service levels are being met and invoke agreed plans to utilize capacity and maximize productivity.
  • Change Impact Assessment: Provide accurate and timely pre- and post-impact assessments of proposed business or operational changes affecting the Contact Centre workload or service.
  • Overtime and Leave Management: Identify overtime requirements and approval of annual leave in accordance with forecasts and communicated in a timely and effective manner to the Contact Centres and highlighted recruitment needs when required.
  • Incident Documentation: Ensure that all service-affecting incidents are documented and considered within the planning cycle.
  • WFM Implementation: Assist in the successful implementation of WFM and its supporting process across the campaign.
  • Presentation and Communication: Present schedules, IDP's, forecasts, and analytics within internal and external meetings.
  • Client Query Handling: Deal efficiently and accurately with internal & external client queries.
  • Subject Matter Expert: Support team members and the organization with all WFM-related tasks in the absence of their WFL serving as the subject matter expert.
Requirements and Qualifications
  • Decision-Making Skills: Effective decision-making skills.
  • Experience: Minimum of 12 months experience working within a Call Centre of a large operation.
  • Planning Analyst Experience: A minimum of 6-12 months within in a Planning analyst role.
  • Qualification: Grade 12 or equivalent NQF4 level qualification – English and Maths essential.
  • MS Excel Experience: Strong MS Excel Experience.
  • WFM Tool Experience: Previous experience on a WFM Tool.
Required Skills and Qualities
  • Planning and Organizational Skills: Strong planning and organizational skills.
  • Communication Skills: Strong and adaptable communication skills.
  • Analytical Skills: Effectiveness and pays attention to detail analytical skills.
  • Logical Thinking and Relationship Management: Logical thinking & relationship management skills.
  • Adaptability and Resilience: Adaptability/resilience with the ability to work under intense pressure.
  • Numerical Skills: Good numerical skills.

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