Real Time Planning Manager

Ithemba Recruitment- Sourcing Top Talent; Durban; On-site; ZAR 500 000 - 600 000; Full time

Job summary

A leading recruitment agency in Durban is seeking a Real Time Planning Manager to oversee the management of real-time delivery and support operational teams. The ideal candidate will have at least three years of team management experience within a fast-paced environment, demonstrating excellent analytical, communication, and organisational skills. You will work closely with client resources and operational teams to meet KPIs and optimize performance. Knowledge of NICE WFM is preferred. Competitive salary and benefits offered.

Qualifications

• Minimum 3 years of experience in managing a team.
• Experience in a Real Time delivery environment.

Responsibilities

• Monitor performance and real-time KPIs of advisors.
• Communicate effectively with planning teams.
• Provide feedback and analysis on team performance.
• Manage client relationships and ensure resource match.
• Develop real-time strategies to meet client requirements.

Skills

Performance monitoring

Client relationship management

Analytical skills

Advanced Excel skills

Communication skills

Organisational skills

Tools

NICE WFM (IEX)

Job description

About the job Real Time Planning Manager

Key purpose:

Reporting to the Head of Planning, this extremely varied role will be to support and develop your team. To oversee the management of the real time delivery of our advisers and support the interaction with operational teams and client resource planning teams.

Duties and responsibilities:

• Proactively monitor the performance of the advisors and work with the operational teams to deliver Real Time KPIs
• Service levels and calls answered goals
• AHT performance
• Schedule conformance and adherence
• Provide daily feedback to the planning team on the effectiveness and accuracy of plans being completed.
• Effective communication with the client resource planning teams on our staffing levels to enable the client to make informed decisions on the throttling of calls to partner sites.
• Post-day analysis on main KPIs and performance of teams to enable the operational managers to optimise their teams performance.
• Accountable for escalation of any immediately impacting issues either with resource levels or systems
• Client relationships
• Experience of managing a real time 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 NICE WFM ( IEX ) experience preferred but not essential
• Ability to develop real time strategies used to deliver client requirements
• Previous experience of working in a fast paced, cross-functional group
• 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
• Advanced Excel skills
• Awareness of commercial models employed within the accounts and the impacts of their teams decisions on financial performance.

Qualifications and experience:

• At least 3 year minimum experience in managing a team
• Proven experience in a Real Time delivery environment