Job Summary

An exciting opportunity has arisen for a Planning Manager within the existing Resource Planning Team.The role is pivotal in supporting the planning cycle and optimizing resource against different client demand levels and budget delivery. The right candidate will be the subject matter experts for the campaigns they are responsible for. They will provide direction and leadership to a team of planners through proactive data lead analysis, identifying trends and suggesting areas for improvements. All through application of best practice processes and approaches.  Reporting directly to the WFM Director/VP, the successful candidate will be responsible for: 


The day-to-day delivery of accurate Contact Forecasting, FTE Requirements and Scheduling short, mid and long range  
Leading a team of analysts 
Independent management of client relationships  
Serve as subject matter expert in all things WFM and able to transfer that knowledge into the team of analysts  
Supporting WFM Director/VP with reporting of accounts staffing position and outlook, as well as any project work as and when required 


 

Main Job Requirements 


You must be able to demonstrate your ability to plan, prioritise, organise and review the progress of your own work ensuring that all plans are followed and timescales and objectives are met. 
You will be able to adapt to a variety of situations whilst understanding and appreciating different and opposing perspectives. 
You will be able to demonstrate team management and coaching skills 
Ability to integrate into an already successful team  
Demonstrate your ability to work under pressure 
Open-minded and flexible in dealing with circumstances as they arise 
Excellent attention to detail with Excel experience 
Committed, enthusiastic, positive, resourceful and resilient 


 

Competencies 


Previous experience working and leading a Resource Planning / Workforce Management team 
Direct experience of coaching and managing a team  
Knowledge of NICE IEX tool required, additional WFM systems knowledge would be an advantage  
FTE sizing/Account sizing (Modelling) experience 
Advanced MS Excel 
Onboarding/offboarding new clients/work type experience an advantage  
Open, approachable, a proven team player with strong communication skills 
Proven problem solving skills and a sound analytical approach 
Ability to manage own workload to meet tight deadlines 
Ability to work under pressure whilst maintaining accuracy  
Ability to build strong working relationships 
Self-motivated with ability to motivate other  
Organized and structured in approach 
Ability to Forecast/Plan without system, Planning Systems (Verint, IEX, Genesys) 
Mentoring/Training/Upskilling RTA’s/Planners within the WFM space 
WFM Toolkit experience is an advantage 
MS Office (Excel, PowerPoint) experience a must. Level intermediate or above 


Qualifications and Experience 


Minimum 5 years experience 
Matric Equivalent  


 We thank all applicants for their interest. However due to the large volume of applications we receive, only shortlisted candidates will be contacted.