Experienced Head of Planning Wanted in Umhlanga Call Centre to manage, support and develop the Planning and Real-time teams to deliver operation forecasts, schedules against targets and SLAs, accurate/reliable/timely reporting, real-time monitoring, fault identification and support to the Operations to deliver on KPIs as well as to ensure cost effective use of resources against planned volumes.
Experience:
Experience in a support team providing resource planning, support involving forecasting and scheduling output, along with demonstrable experience in a WFM or similar resource management tool.
This must include:
- Route set configuration and management.
- Forecasting staff numbers against call volumes.
- Schedule run and staff assignments using preference and template models.
- Staff activity management using thresholds/limits
- Management of reports through all supported delivery mediums
Qualifications:
Degree or Matric (must include English and Math)
Skills / Personal Attributes:
Knowledge of forecasting techniques and resource planning tools. The ability to analyse high volumes of data, identify and rectify anomalies in order to deliver accurate forecasts / schedules to the operation within SLA.
Good communication / presentation skills with the ability to present findings from analysis (e.g. impact assessment) clearly and succinctly for management action. Good relationship building skills that can be applied and tailored to meet the needs of senior internal and client management.
Key Result Areas
- Accurate Forecasting
- Effective Generation of Schedules
- Intuitively use Historic Trends to ensure SLA’s are met
- WFM Implementation across the site
- People / Capacity / Performance Management
- Inbound Service Supervision
- Management Information
- Real Time Adherence & System Tools Management
- Internal & External Reports
- Specific Area of Specialisation
- Communication Channels
Remuneration:
R45,000 – R60,000pm Experience Dependent
Please send your CV with a short covering letter stating availability and salary expectations to: apply@jobshopsa.co.za
