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About the Role
We have a fantastic client who is looking for a Contact Centre Head of Resource Planning professional to join their team based in South Africa. The role's responsibility will be to lead the planning function responsible for creating and running insight-led planning solutions across a number of geographically diverse contact centres, specialisms, and contact types.
The successful candidate will have a solid background in Contact Centre Planning and the tools associated with it. They will be a seasoned leader of people with superb stakeholder leadership skills. You will be inspirational, challenging, and supportive in your leadership style, with adaptive communication skills to cater to each audience and geography, using a wide range of problem-solving situations requiring extensive use of data collection and analysis.
Key Responsibilities
Leading a Resource Planning team accountable for the design, delivery, and implementation of people-first shift strategies that are workable for our clients' staff, cost-effective, and deliver people at the right times.
Planning Innovation using experience and the latest industry trends to lead the way in Planning toolset delivery across the planning lifecycle.
Accountable for the delivery of advance production of accurate capacity plans, adequate site space, recruitment planning, training planning, and Operations communication of plans, actions, and progress.
Support in delivering the end-to-end Planning processes into each functional area of Planning, through to on-the-day delivery.
Ownership of Production & Delivery, ensuring adequate tracking of all Planning & budget-related assumptions and actuals to ensure Plans are on track and early signs of deviation are understood, translated, and actions agreed with the Operations.
To fully understand the main KPIs expected to be delivered within the operation and ensure that the appropriate plans are in place and the team is aligned behind them.
Develop their respective planning teams into rounded capability, focusing on analytics, process improvement, communication, and influencing styles.
Stakeholder management and cross-functional working.
Mentor, coach & create opportunities for career growth within their teams.
This role requires a unique blend of technical ability, stakeholder engagement expertise, and a forward-thinking strategic mindset, all within a large-scale, professionally operated customer contact estate.
Please reach out to M to express interest.
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