Sorry, this job is no longer available
Please use the search to find another job.

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.

constantly on the hunt for the best candidates