Head Of Planning - Nutun Rx

Trending Talent Solutions; Gauteng; On-site; ZAR 600 000 - 900 000; Full time

Job summary

A leading consulting firm in South Africa seeks a Head of Planning to oversee all workforce functions across the BPO business. This senior leadership role involves strategic staffing, capacity planning, and managing a team of Workforce Managers and Analysts to ensure optimal resource utilization. The ideal candidate should have strong leadership skills, extensive experience in workforce management, and the ability to make data-driven recommendations. This position offers full-time employment with opportunities for professional growth.

Qualifications

• Proven experience in workforce management or planning.
• Strong leadership skills with the ability to mentor and manage teams.
• Expertise in data analysis and performance reporting.

Responsibilities

• Lead end-to-end workforce planning across the organization.
• Develop staffing strategies that support business growth.
• Oversee the development and accuracy of workload forecasts.
• Monitor productivity trends and incorporate them into planning.
• Produce regular workforce performance reports for stakeholders.

Skills

Leading & Supervising

Planning & Organising

Analytical & Data-Driven Decision-Making

Stakeholder Influence & Communication

Customer-Centric Mindset

Job description

Head of Planning - Nutun RX

Join to apply for the Head of Planning - Nutun RX role at Trending Talent Solutions

The Head of Workforce is a senior leadership role responsible for overseeing all workforce functions across the BPO business.

This includes strategic staffing, capacity planning, forecasting, scheduling, real‑time management, and performance reporting.

The role manages a team of Workforce Managers, Planning Analysts, and Real‑Time Administrators to ensure optimal resource utilization, SLA adherence, and cost efficiency across all sites and client accounts.

The Head of Workforce acts as a key liaison between operations, client services, recruitment, and executive leadership, driving workforce strategy aligned with business goals.

Job Objectives Lead end‑to‑end workforce planning across the organization, covering long‑term capacity, short‑term scheduling, and real‑time adjustments.

Develop staffing strategies that support business growth, efficiency, and client requirements.

Align workforce plans with financial targets, contract obligations, and service level agreements (SLAs).

Manage and mentor Workforce Managers, Capacity Planning Analysts, and Real‑Time Administrators across multiple sites or regions.

Set goals, KPIs, and performance standards for the WFM team.

Promote collaboration and best practice sharing across workforce functions.

Oversee the development and accuracy of call / workload forecasts across all lines of business.

Ensure capacity plans align with hiring, training, and ramp timelines.

Monitor shrinkage, attrition, and productivity trends and incorporate them into planning cycles.

Ensure effective scheduling practices that balance operational efficiency with employee engagement.

Supervise real‑time monitoring of contact centre operations to respond proactively to volume fluctuations or staffing gaps.

Implement playbooks for intraday recovery, call overflow, and service recovery protocols.

Produce regular workforce performance reports and insights for executive and client stakeholders.

Analyze trends to make data‑driven recommendations on staffing and operational decisions.

Support new business transitions with workforce models, site readiness, and staffing simulations.

Work closely with Operations, HR, Talent Acquisition, Training, Finance, and Client Services to ensure end‑to‑end workforce readiness.

Partner with clients to communicate workforce strategies and align expectations.

Key Attributes

• Leading & Supervising
• Planning & Organising
• Strategic Workforce Leadership
• Operational Expertise Across WFM Functions
• Analytical & Data‑Driven Decision‑Making
• Stakeholder Influence & Communication
• Change Management & Agility
• Customer-Centric Mindset

Business Continuity & Risk Planning

All positions will be filled in accordance with our Group Employment Equity plan.

Published Date: 04 December

Closing Date: 31 December

Seniority level: Not Applicable

Employment type: Full‑time

Job function: Strategy / Planning, Management, and Project Management

Industries: Business Consulting and Services, Outsourcing and Offshoring Consulting, and Financial Services