Resource Planning Manager

Ithemba Recruitment- Sourcing Top Talent; KwaZulu-Natal; On-site; ZAR 989 000 - 1 320 000; Full time

Job summary

A leading recruitment firm in KwaZulu-Natal is seeking a skilled manager for a Resource Planning Team. The role involves overseeing planners to optimize operational account management, ensuring effective resource models and financial performance. Candidates should have proven team management experience and high-level analytical skills, alongside qualifications in mathematics and resource planning. Proficiency in IEX Totalview and Excel is beneficial. This position requires daily interaction with clients and internal stakeholders to ensure targets are met.

Qualifications

• Proven experience in a Planning/Service Delivery environment.
• Experience in managing a team for at least 3 years.
• Ability to develop strategies for resource planning.

Responsibilities

• Manage a team of planners for operational accounts.
• Design and implement shift patterns for campaigns.
• Attend calls to discuss current resourcing positions.
• Document issues and performance commentary.

Skills

Team management

Analytical skills

Advanced Excel skills

Strong communication

Attention to detail

Education

Mathematics to Higher grade

English to Higher grade

Professional qualification in Resource Planning

Tools

IEX Totalview

Avaya

Genesys

CC Pulse

Job description

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.

Duties and 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 Kuras Bid Team to support RFP process
• Support operations through quarterly and annualised budget process

Qualifications and experience

• Proven experience in a Planning/Service Delivery environment
• Mathematics to Higher grade or above
• English to Higher grade or above
• Professional qualification in Resource Planning
• 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
• 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.
• Knowledge of Avaya, IEX Totalview, Genesys, CC Pulse

Managerial and financial responsibilities

• 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
• At least 3 years minimum experience in managing a team