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Head of Contact Centre Resource Planning
About the Role
We have been approached to source an exceptional Head of Planning for a large, global, rapidly growing Contact Centre BPO based in South Africa – as such we are looking for an individual who has a background in leading a Resource Planning function within a large Contact Centre BPO or potentially in a post which leads the planning for a Vendor.
** Please note this role requires supported relocation to South Africa **
The roles responsibility will be to lead, support and develop the Planning and Real-time teams to deliver operation forecasts, schedules against targets and SLAs, accurate, reliable and timely reporting, real-time monitoring, fault identification and support to the Operations to deliver on KPIs as well as to ensure cost effective use of resources against planned volumes.
Leading a team of 20 who manage the planning for an estate of over 1,500 FTE across a number of high profile clients the successful individual will have significant experience leading a support team providing resource planning support involving forecasting and scheduling output, along with demonstrable experience in an WFM or similar resource management tool. This will include;
- Route set configuration and management.
- Forecasting staff numbers against call volumes.
- Schedule run and staff assignments using preference and template models.
- Staff activity management using thresholds/limits
- Management of reports through all supported delivery mediums
This is a life changing post for an individual who wants to join a highly progressive, global organisation.