Head of Contact Centre Resource Planning
South Africa

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.

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