Senior Account Planning Manager

Cci Global; KwaZulu-Natal; On-site; ZAR 40 000 - 80 000; Full time

Job summary

An established industry player is seeking a dynamic leader to drive operational excellence in planning and resource management. This role involves mentoring teams, optimizing processes, and ensuring alignment with client expectations. The ideal candidate will possess strong leadership and organizational skills, along with expertise in customer management systems and financial forecasting. Join a forward-thinking organization where your contributions will directly impact service delivery and operational success. If you thrive in a fast-paced environment and are passionate about coaching and developing teams, this opportunity is perfect for you.

Qualifications

• 5+ years management experience in large-scale staffing environments.
• Expertise in customer management IT and telephony systems.
• Experience in budgeting and financial forecasting.

Responsibilities

• Lead planning teams to achieve operational targets and client agreements.
• Monitor performance and optimize forecasting and scheduling.
• Engage with clients to resolve service delivery issues.

Skills

Planning and organizational skills

Leadership skills

Customer management systems knowledge

Excellent communication skills

Business analysis skills

Financial acumen

Strategic thinking

Stakeholder management skills

Coaching skills

Resilience and adaptability

Education

University degree

Tools

Customer management IT systems

Telephony systems

Job description

Job Role : To ensure the delivery of accurate, reliable, and timely reporting, real-time monitoring, and fault identification to clients and operations, thereby enabling the achievement of contractual KPIs and ensuring the cost-effective use of resources against planned and unplanned volumes.

This role is designed to lead the planning teams, mentor and coach team members, and ensure the delivery of key objectives within the planning function.

Key Responsibilities :

1. Ensure the team provides effective support for the successful delivery of operational targets according to client agreements.
2. Monitor performance against operational plans and investigate deviations.
3. Review intra-day and daily service levels.
4. Maintain effective communication to ensure all teams understand overall business performance and their impact.
5. Motivate and manage the performance of Planning Managers to support target and business plan delivery.
6. Review forecasts and agree targets with clients, ensuring alignment with commercial requirements.
7. Optimize forecasting, scheduling, and real-time management activities, addressing areas for improvement.
8. Identify opportunities for service and process improvements and implement best practices.
9. Analyze team metrics to identify areas of excellence and promote best practices across teams.
10. Engage and coach Planning Managers on operational, financial, and planning issues.
11. Collaborate with clients on service delivery issues and improvement opportunities.
12. Build internal team capability through training and development initiatives.
13. Review and define roles and shift patterns to optimize operational effectiveness.
14. Manage Planning Managers with daily guidance on campaign performance and workforce planning.
15. Address workforce planning issues and coach managers on leadership and workforce management.
16. Engage with clients to resolve escalated service delivery issues and identify improvement opportunities.
17. Present Monthly and Quarterly Business Reviews.
18. Review financial forecasts and analyses, ensuring budget adherence and supporting strategic modeling for campaigns and bids.
19. Ensure cost and revenue targets are met.
20. Contribute to process improvement initiatives, budgets, and strategic planning.

Competencies, Skills, and Abilities :

• Strong planning and organizational skills, with the ability to manage resources effectively.
• Leadership skills to motivate and lead teams.
• Advanced technical knowledge of customer management systems, data, and IT infrastructure.
• Excellent communication skills to influence and motivate stakeholders.
• Business analysis skills to develop tools and interpret data insights.
• Financial acumen to develop budgets, forecasts, and control expenditures.
• Strategic thinking to align with organizational priorities.
• Stakeholder management skills to handle internal and external expectations.
• Coaching skills for providing constructive feedback.
• Relationship management skills to balance customer requirements.
• Resilience and adaptability under pressure.
• Proactive and customer-focused mindset.
• Strong decision-making and innovative thinking skills.

Experience, Knowledge, and Qualifications :

• University degree preferred.
• Expertise in customer management IT and telephony systems.
• Specialist knowledge in Workforce Management.
• Minimum 5 years' management experience, preferably in large-scale staffing and customer interaction environments.
• At least 3 years' experience managing teams within outsourced call centers.
• Experience in budgeting and financial forecasting for large operations.