What Your Day-to-Day will Look Like:
You will manage the Planning team within the Sigma estate to ensure effective and accurate delivery of capacity plans, design and publication of optimal schedules, and the scheduling of offline activity to meet operational and contractual requirements. You will be responsible for building and evolving capacity plans and performance projections that are fit for purpose.
You will support the maintenance of delegated planning models that enable a digestible holistic view of FTE, requirements, attrition, recruitment, and spans of control ratios. You will also support the delivery through their team of rigorous and methodical headcount tracking, ensuring plans and data sources reconcile, resolving any gaps and liaising with stakeholders to deliver this. You can identify any risks on delivery within certain campaigns and you can take proactive measures to resolve them.
You drive consistency and process alignment, ensuring the right tools, processes and techniques are being used to deliver a quality-assured planning service, and you also work alongside the Workforce Optimisation Team to track the fit of schedules to requirements and to continually look at ways to improve the effectiveness and attractiveness of the shift patterns used at Sigma. You are also responsible for driving with your peers the standardization of Planning outputs, and operating rhythm and for ensuring processes are documented and maintained.
What Amazing People will bring to the role:
You have excellent knowledge of core planning concepts and principles, and you are able to engage and collaborate with various stakeholders on a daily basis. You have a good degree of experience in using industry-leading workforce planning systems (IEX, Teleopti, Verint), and you are able to accurately understand planning tools, calculations, and services across the planning cycle. You demonstrate experience of team and individual coaching and development, you are a strong verbal and written communicator with excellent attention to detail.
You are able to understand the commercial framework and how this translates into daily practice, maximizing revenue and mitigating risk. You have great people management skills and you are able to interact at all levels within the business and can adapt to various audiences in the business. You have the ability to build capacity plans and resource model utilizing your planning skills within a multi-skilled BPO environment, with multi-channel experience an advantage. You also have a driving passion for continuous improvement.
Requirements:
You have a minimum of 5 years planning experience within a BPO environment
You have more than 3 years of Management/leadership experience
You have excellent knowledge of WFM tools
You have Resource Planning experience that encompasses the full planning cycle
You have a record of implementing continuous improvement initiatives
You have extensive knowledge of WFM processes, procedures and methodologies
You have exceptional stakeholder management experience
Location: Diep River, Cape Town
What being part of the Sigma Family means for you:
We are currently looking for more amazing people to join the Sigma Family, as a Resource Planning Manager. You will be supporting the wider planning teams in delivering clear, effective Planning and real-time delivery across multiple accounts, supporting various client needs as well as Sigma Operations.
At Sigma, we are different and recognized in May 2023 by the Sunday Times as one of the best places to work. Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People. This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several industries.
What being a part of the Sigma Family means for you!
Career development and opportunities to apply for internal promotions following your probationary period.
Monthly, Quarterly and Annual awards with marvelous prizes.
Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.
Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.
Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.
Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.
Join communities and collaborate with your colleagues on our internal Social Media platform.
The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.
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