Tactical Planning Analyst (Pipelining)

Capita; Cape Town; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a Tactical Planning Analyst to enhance operational efficiency and effectiveness across various departments. This role involves managing work queues, driving performance improvements, and collaborating with stakeholders to identify issues and opportunities. The ideal candidate will have a strong background in workforce management and technical proficiency with WFM systems. Join a forward-thinking company dedicated to delivering innovative solutions and making a positive impact on customer experiences. If you are adaptable, detail-oriented, and possess excellent problem-solving skills, this opportunity is perfect for you.

Qualifications

• Experience in workforce management or similar roles is essential.
• Strong technical ability with WFM systems and MS Excel is required.

Responsibilities

• Manage work queues and drive operational performance across customer channels.
• Analyze planning and performance, providing updates to stakeholders.

Skills

Workforce Management Systems (WFM)

MS Excel

Problem Solving

Analytical Skills

Communication Skills

Attention to Detail

Numerical Skills

Teamwork

Independence

Flexibility

Education

Matric

2-3 years Workforce Management experience

Tools

Aspect eWFM

CMS

Job description

The Resource Planning team is supported by a number of support roles. On small client accounts the Resource Planner will be multi skilled whereas on our larger accounts, the Resource Planner will focus on either tactical planning or scheduling. The overall aim of this team is to support the delivery of efficiency and effectiveness across all departments / accounts within remit, helping the operational business to flag issues / patterns / opportunities relating to performance and achievement against SLAs/KPIs.

Job Description

As an Tactical Planning Analyst you will be tasked with managing the delivery of efficiency and effectiveness across all departments / accounts within remit, helping the operational business to flag issues / patterns / opportunities relating to performance and achievement against SLAs/KPIs. The role will focus on day-to-day issue identification and resolution, actively using available management information and insight to drive improvement. Alongside performance improvement it is also imperative that the role be a positive and supportive intervention to ensure that FTE is operating at an optimum level.

Key Performance Areas

Key responsibilities

• Effective management of work queues, across all customer channels
• Drive operational activity & performance
• Drive Intraday/real-time issue resolution and planning
• Identify & escalate issues around shift & schedule adherence
• Review, analyse, and report on various elements of planning & performance
• Liaise and interact with operational managers and other core account stakeholders in a collaborative manner, agreeing correct course of action to deliver achievement of SLAs.
• Where required, act as a support mechanism and link in with offshore teams and peers in order to deliver a collective & comprehensive planning approach.
• Track and manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
• Provide performance updates and commentary to stakeholders throughout the working day and week.
• Action authorised off the phone activity, shift changes, break & lunch amendments etc.
• Deliver Intraday reforecasts via use of relevant systems such as Aspect eWFM, assessing the impact on performance delivery, highlighting risks and opportunities.
• Maintain service level log / Incident reports to enable understanding of any variances to SLA and forecasted workload.
• Complete on-day & short-term reforecasts for all channels including full schedule optimisation.
• Create, develop, and deliver analysis to a wide range of stakeholders, ensuring high levels of communication & interaction.
• Ensure findings from real time analysis are fed through to the end to end planning process. Develop skills and expand knowledge across the wider planning team activities in support of this.
• Challenge and improve ways of working, highlighting non value-add activities, in order to drive efficiency, resulting in cost savings through reduction in FTE.
• Attend & contribute to relevant meetings with stakeholders across Planning, Operations, Support Teams, and Clients.

Client Services

• May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered.

Implementation of Guidance and Policy

• Implements, maintains and manages the cascading of all relevant Capita policies & procedures to team members
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site

Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.

Professional know-how:

• Matric
• 2-3 years Workforce Management experience gained within Capita or previous experience in a planning, or similar role.

Skills and Abilities: (what must I be able to do / display):

• Great technical ability, particular with WFM systems (e.g. Aspect & CMS) and MS Excel
• Adaptability of approach – flexibility with a desire to achieve goals
• Excellent problem solving
• Good knowledge of workforce management processes and principles
• Strong numerical background
• Strong proactive approach to work, with a can-do attitude
• Ability to build relationships and networks at all levels
• Great communicator, with excellent interpersonal ability
• Excellent planning, organisational and analytical skills
• Excellent attention to detail
• Ability to demonstrate results to reflect quality and timely delivery
• Good understanding of call centre type statistics and systems
• Independence – required to work on own initiative and without supervision, expected to act independently
• Team work – required to integrate and work collaboratively within the planning team.

Management/Supervisory Responsibility:

This role does not have a supervisory responsibility

IMPORTANT

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we are doing everything we can to keep our colleagues and customers safe during this time.

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

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Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.

Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.