Head of Planning
Boardroom Appointments
Durban, South Africa
4d ago

Education and Minimum Requirements :

  • Grade 12 (Matric)
  • Ideally university degree educated
  • Expert knowledge of customer management IT and telephony systems
  • Expert in the Workforce Management field
  • 10+ years’ experience working at a management level, preferably planning for thousands of staff and millions of customer interactions
  • 3+ years’ experience in managing specialist teams within the outsourced call centre environment
  • 3+ years’ experience managing and developing budgets and financial forecasts
  • Skills and competencies :

  • Excellent written and verbal communication skills
  • Planning and Organizational Skills; defining performance standards and meeting multiple service levels; manage resources in the mid- term.
  • Leadership skills; ability to lead and motivate a team
  • Advanced technical knowledge of customer management systems, data and IT / Telecoms infrastructure
  • Strong and adaptable communication skills with the ability to influence and motivate employees and managers
  • Financial management; ability to develop and manage budgets and forecasts; control of expenditure and understanding of consequences of deviations;
  • commission structures; financial acumen

    Responsibilities :

  • Ensure that the Team provides effective support on the successful delivery of operational targets according to client agreements
  • Manage an effective Communication model to ensure all teams understand the overall business performance and their impact on it.
  • Ensure all forecasting, scheduling and real-time management activities are optimized and address areas for improvement
  • Ensure continuous Improvement of Operational area
  • Identify and highlight opportunities for service and process improvements
  • Analyze and research team metrics to identify areas of excellence and implement across teams
  • Management of the Planning Managers
  • Provide daily direction and communication to Planning Managers on all aspects of campaign performance
  • Identify and assist with workforce planning issues
  • Coach Planning Managers on workforce and leadership issues
  • Engage with clients business loaning functions to agree forecasts, handle times etc.
  • Financial Management
  • Support the process of new bid modelling to ensure that all new bids are correctly sized, costed and minimum margin levels are met
  • Provides input into process improvement initiatives and budget
  • Engages with the Client as required
  • Subject Matter expert for the area and broader organization.
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