Head of Planning

Job Title: Head of Planning

Location: Richefond Circle

Hours: Monday to Friday 8am - 5pm or 9am - 6pm

Salary: up to R960 000.00 per annum DOE

This is a permanent full-time role as a Head of Planning in our Richefond Circle, South Africa office. The role is on-site.

Kura provides award-winning outsourced contact centre solutions across UK and South Africa. Its software subsidiary, Inisoft, develops advisor desktop solutions with full omni-channel capabilities, sold globally. Kura & Inisoft create and provide services and solutions to over 50 clients across many industry verticals.

The purpose of the role will be to manage a team of Planners and Resource schedulers. Reporting to the Finance Director, this extremely varied role will be to support and develop your team, ensuring that business strategies and processes are aligned utilising best practice to provide accurate and commercially viable resource models. You will be responsible for forecasting, planning and scheduling across both customer service and sales teams to ensure the delivery of service excellence across all channels.

You will be responsible for:

• Build and lead a high performing planning team that delivers excellent outcomes for the business.
• Build strong planning to planning relationships with all clients.
• Develop resource forecasting models, ensuring that all resource planning forecasts, scenarios and recommendations are based on sound commercial basis, ensuring resources are utilised effectively.
• Analyse future demand and supply forecasts for all clients liaising with relevant departments to ensure that we have enough resource to achieve SLA’s.
• Work collaboratively with the Operational Management Teams to plan the daily workflow to ensure all operational SLA’s are achieved.
• Manage holidays and shrinkage in line with forecasts. Work with the Operational Management Team to authorise offline activity.
• Make appropriate plans for expected changes in profile and workloads. Investigate potential scenarios and find solutions to challenges.
• Offer daily operational support across all channels, drive operational excellence and efficiency improvements.
• Work with the Senior Operational Team to shape, define and deliver customer service KPI’s around productivity and proactively report and review performance.
• Identify operational, financial and process efficiencies. Produce FTE modelling solutions to drive the most cost effective and efficient solutions for the business.
• Seek opportunities to improve MI, technologies, workforce management tools and roster management.
• Continually monitor and propose effective shift patterns to match business requirements, optimising the performance of all Operational Teams and maximising agent satisfaction by providing flexible options.
• Monitor and report on forecast accuracy, trends and utilisation.
• Provide information, analysis and advice on headcount and pipeline.
• Provide daily, weekly and monthly reports to the Leadership Team as required.
• Ad-hoc duties and projects as required.

Education and Qualification:

Essential

• Proven experience in a Resource & Planning environment.
• At least 3 years minimum experience in managing a team.

Desired

• Professional qualification in Resource Planning.

Skills, Knowledge and Capability:

Essential

• Previous experience of being in a similar role (essential).
• Previous experience of forecasting for a multi-channel customer service function, forecasting demand for voice, email, chat and back office tasks (essential).
• BPO experience (preferred but not essential).
• Experience of forecasting and scheduling for complex operations.
• Proven experience of designing and implementing contact centre resource models, impact assessments and scenarios to influence and communicate.
• Advanced use of MS Office suite packages (particularly Microsoft Excel).
• Strong data manipulation experience.
• Self-motivated and performance driven with the ability to manage and prioritise a heavy workload.
• Excellent communication, ability to work well with a wide range of people.
• Experience with workforce management system – IEX Totalview (NICE) experience preferred but not essential.
• Ability to develop resourcing strategies used to deliver client requirements.
• Previous experience of working in a fast-paced, cross-functional group.
• 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.
• Awareness of commercial models employed within the accounts and the impacts of their teams’ decisions on financial performance.

Feel ready to jump in? Click Apply Now or contact the team:

• WhatsApp our Recruitment Team: 083 593 1232
• Email us: ksarecruitment@wearekura.com