Strategic Planning Analyst

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a Strategic Planning Analyst to enhance operational efficiency through accurate forecasting and resource alignment. This exciting role involves producing financial forecasts, analyzing revenue trends, and optimizing staffing to meet financial targets. Ideal candidates will possess strong analytical skills and experience in a call center environment, with a focus on delivering actionable insights. Join a collaborative team that values dependability and innovation, and be part of a journey that emphasizes not just results, but the values that drive success.

Qualifications

• Minimum of 1 month experience in a large call center operation.
• At least 12 months experience in a Planning Analyst role.

Responsibilities

• Produce financial forecasts based on workload and resource requirements.
• Monitor revenue trends and identify areas for financial growth.
• Create detailed reports and presentations on revenue performance.

Skills

Planning and organizational skills

Communication skills

Analytical skills

Attention to detail

Logical thinking

Numerical skills

Adaptability and resilience

Education

Grade 12 or equivalent NQF4 qualification

Tools

MS Excel

Job description

Job Overview

The Strategic Planning Analyst role is intended to support operations by accurately forecasting contact center revenue performance, reviewing resource requirements, aligning to demand, and highlighting opportunities for improvement.

Job Responsibilities

1. Production of financial forecasts based on workload, resource requirements, and overall capacity plans in support of financial and operational targets.
2. Supporting the budgeting and financial planning processes with revenue-related input.
3. Reviewing the accuracy of forecasts on an ongoing basis to ensure minimum variance.
4. Monitoring and analyzing revenue trends, including cost analysis, to identify areas for financial growth and improvement.
5. Identifying and analyzing revenue leakage, forecast variances, and areas of underperformance to recommend corrective actions.
6. Assisting in achieving financial targets through staffing optimization to maximize service delivery and productivity.
7. Creating detailed reports and presentations that outline revenue performance and provide actionable insights to stakeholders regularly.
8. Presenting organizational capacity plans, financial forecasts, and analytics.
9. Participating in the development and implementation of revenue management policies and procedures.
10. Supporting team members and the organization with all WFM-related tasks in the absence of their leader, serving as the subject matter expert.
11. Assisting in the successful implementation of WFM and its supporting processes across the organization.

Job Requirements

• Effective decision-making skills.
• Minimum of 1 month experience working within a large call center operation.
• At least 12 months experience in a Planning Analyst role.
• Grade 12 or equivalent NQF4 qualification – English and Maths essential.
• Strong MS Excel experience.

Required Skills

• Planning and organizational skills.
• Strong and adaptable communication skills.
• Attention to detail and analytical skills.
• Logical thinking and relationship management.
• Adaptability and resilience with the ability to work under intense pressure.
• Good communication skills.
• Strong numerical skills.

Core Behaviour

Huntswood’s employees are described as dependable, driven, and collaborative. The job holder should align 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 make us special."