Strategic Resource Planner

3 weeks ago

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

Overview

Red Ember Recruitment (PTY) Ltd is seeking a skilled Forecasting and Scheduling Analyst to join our team in Cape Town. As a key member of our Client's Performance Team, you will be dedicated to a specific campaign, responsible for undertaking resource planning activities across the long-, medium-, and short-term time frame.

Responsibilities

Key responsibilities include:

• Producing and continually refining business-level capacity plans that reflect the campaign's latest sales plans, operating model strategy, productivity aspirations, and target service standards.

• Preparing these plans through regular interaction with the campaign's Management Team, utilizing available Finance and Marketing inputs, and tracking historical actuals.

• Ensuring performance standards are achieved all year round, with any risks being escalated and mitigating actions proposed.

• Running scenario planning and making resourcing recommendations that drive the most value out of in-house and client operations.

• Creating demand forecasts for all customer interaction channels at a weekly, daily, and interval level (where required).

• Producing optimal shift patterns to ensure the best possible coverage is delivered, while adhering to any relevant employment legislation and considering colleague work-life balance.

• Working 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.

• Monitoring and driving real-time performance, ensuring that the right people are in the right place at the right time to maximize productivity.

Requirements

Key requirements include:

• Previous experience of similar WFM roles.

• Working knowledge of Microsoft Excel.

• Strong numerical and analytical skills.

• Exceptional communication and relationship management skills.

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