Senior Planning Lead

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 480,000 - 720,000; Full time

Job summary

A leading company in workforce management is seeking a Planning Manager to enhance business efficiency through effective forecasting and scheduling. The role involves team leadership, performance analysis, and client relationship management. Ideal candidates will have significant experience in workforce management and possess strong analytical skills.

Qualifications

• Minimum 5 years experience in workforce management.
• Strong analytical skills with proficiency in statistical analysis.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead development and maintenance of forecasts for call volumes.
• Develop optimized staffing schedules aligned with demand.
• Analyze key performance indicators for improvement.

Skills

Root Cause Analysis

Optimization

Data Understanding

Compliance Monitoring & Escalations

Administrative Coordination

Management of KPIs

Stakeholder Management

Education

Matric/Grade 12

Bachelor's degree in Business Administration, Statistics, or Operations Management

Tools

Verint

NICE

Aspect

Microsoft Excel

Job description

Job Description

Job Overview

The purpose of this role is to Support business effectiveness and efficiency by providing Workforce planning solutions that enable business decision-making, develop a planning service culture which seeks to support the business and enables others to provide exceptional customer service and increase profits.

Job Responsibilities

Workforce Planning and Forecasting:

• Lead the development and maintenance of accurate forecasts for call volumes, handle times, and staffing requirements.
• Utilize historical data, trends, and business insights to refine forecasting models and improve forecast accuracy.
• Collaborate with stakeholders to understand business drivers and incorporate them into forecasting processes.
  
  

Scheduling and Capacity Management:

• Develop optimized staffing schedules aligned with forecasted demand to ensure adequate coverage while controlling costs.
• Monitor staffing levels in real-time and make adjustments to meet service level targets and operational needs.
• Identify opportunities for optimizing resource utilization and balancing workload distribution.
  
  

Performance Analysis and Reporting:

• Analyse key performance indicators (KPIs) such as service level, adherence, occupancy, and forecast accuracy to identify trends and areas for improvement.
• Prepare regular performance reports and presentations for management review, highlighting insights and actionable recommendations.
  
  

Process Improvement and Optimisation:

• Continuously review and refine workforce management processes to enhance efficiency and effectiveness.
• Implement best practices and innovative solutions to streamline planning, scheduling, and real-time management workflows.
• Collaborate with cross-functional teams to drive process automation initiatives and technology enhancements.
  
  

Team Leadership and Development:

• Provide leadership, guidance, and mentorship to the planning team, fostering a culture of accountability, collaboration, and continuous learning.
• Conduct regular performance reviews, set goals, and provide constructive feedback to support individual and team development.
  
  

Client and Operations Relationship Management:

• Frequently engage with the client to manage expectations and ensure delivery against our contractual obligations.
• Attend various meeting with the internal and external operations and planning teams.
• Manage and sign off all reporting requirements for client and operational meetings.
  
  

Job Requirements

• Matric/Grade 12
• Bachelor's degree in Business Administration, Statistics, Operations Management, or related field. Advanced degree preferred.
• Minimum 5 years work experience in workforce management, capacity planning
• Strong analytical skills with proficiency in statistical analysis and forecasting techniques.
• Proficiency in workforce management software (e.g., Verint, NICE, Aspect)
• Advanced proficiency in Microsoft Excel is imperative
• Excellent communication and interpersonal skills with the ability to interact effectively with stakeholders at all levels.
• Demonstrated leadership experience with a track record of successfully leading and developing high-performing teams.
  
  

Skills Required

• Root Cause Analysis
• Optimization
• Data Understanding
• Compliance Monitoring & Escalations
• Administrative Coordination
• Management of KPIs with which Operations are measured
• Staff Skilling Management
• Reporting Accuracy & Timelines
• Coding Accuracy & Timelines
• Inefficiencies Communication & Tracking
• Stakeholder Management
• Financial Implication of Real-Time Decisions
• Seeing Beyond the Obvious
  
  

Technical Skills Required

• Advanced skill level in Microsoft Office Suite i.e., Word, Excel and Outlook
• Experience using complex CRM tools
• Experience in managing Workforce Management platforms in busy Contact Centre environments of 100 seats plus.
  
  

Core Behavioral Attributes

Huntswood’s employees are described as dependable, driven and collaborative.

The job holder should be able to demonstrate they are aligned with our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service
  
  

"It's not just about what we do, but the way we do it. And it's our values that help us enable and empower out employees, the do the right thing, and deliver unbelievable service."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.

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