Resource Planning Manager

Kura are looking for an experienced **Resource Planning Manager** to join our team in Mount Edgecombe As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary and benefits package, a well-developed recognition programme, and loyalty awards for tenure. Our unique approach to coaching and learning has been designed in line with our vision to be Unrivalled in Developing People, and we work with every person in our business to provide opportunities that meet their personal needs and objectives. We value diversity in our business and unite our people under our shared values: Vulnerability: We bring our true selves to work. Curiosity: We ask questions. Learning We seek feedback. Courage: We call it out in the moment. Accountability: We know it's always down to us. Our values determine how we work together and reach our goal of helping people #CrossTheBridge--that is, go from focusing on the "things and stuff" of business to People and Behaviours. We believe that by developing our people, we know they'll reach their goals. Kura: It's about people **PURPOSE OF JOB** To manage a team of planners to deliver the planning and real time cycle for operational accounts, delivering cost effective resource models that ensure financial as well as operational performance. **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. **MANAGERIAL RESPONSIBILITY** At least 3 years minimum experience in managing a team. **FINANCIAL RESPONSIBILITY** - Awareness of the commercial models employed within the business so that the work delivered compliments the financial delivery of the campaigns - Provide recommendations and solutions to improve efficiency within the team **EDUCATION AND QUALIFICATIONS** **Essential** - Proven experience in a Planning/Service Delivery environment - Mathematics to Higher grade or above - English to Higher grade or above **Preferred** - Professional qualification in Resource Planning **SKILLS, KNOWLEDGE AND CAPABILITY** **Essential** - Experience of working in a Planning/Service Delivery Team, ideally within an outsourced contact centre environment - Well versed in the provision and design of commercially aware resource models - Experience with workforce management system - IEX Totalview experience preferred but not essential - Ability to develop resourcing strategies used to deliver client requirements - Highly developed stakeholder management skills - Ability to challenge and question trends to address issues and identify opportunities for financial growth - A high level of accuracy and attention to detail - Strong analytical, communication, management, and organisational skills - Highly Advanced Excel skills - Awareness of commercial models employed within the accounts and the impacts of their teams’ decisions on financial performance. **Preferred** - Knowledge of Avaya, IEX Totalview, Genesys, CC Pulse **Job Type**: Permanent Pay: R35,000.00 - R50,000.00 per month