Job Title: Head of Planning

Location: Richefond Circle

Hours: Monday to Friday 8am - 5pm or 9am - 6pm

Salary: up to R960 000.00 per annum DOE 

This is a permanent full-time role as a Head of Planning in our Richefond Circle, South Africa office. The role is on-site. 

Kura provides award-winning outsourced  contact centre solutions across UK and South Africa. Its software subsidiary, Inisoft, develops advisor desktop solutions with full omni-channel capabilities, sold globally. Kura & Inisoft create and provide services and solutions to over 50 clients across many industry verticals. About Us: We are in business because we want to help people to develop and to reach their full potential.

We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our Vision is to be “Unrivalled in Developing People."

What if you worked with a company that has the same passion for delivering high quality customer service as you? What if that company was highly focused on developing you as an individual, invested in growing your leadership and management skills, and giving you both the tools and autonomy you need to be successful?

The purpose of the role will be to manage a team of Planners and Resource schedulers. Reporting to the Finance Director this extremely varied role will be to support and develop your team, ensuring that business strategies and processes are aligned utilising best practice to provide accurate and commercially viable resource models. To identify key initiatives and process changes to continually improve the efficiency and performance of the function. Working with the Senior Operations Team and other Department heads you will be responsible for forecasting, planning and scheduling across both customer service and sales teams to ensure the delivery of service excellence across all channels.

In this role you will also be accountable for the direction and development of the planning function, developing your own model for the planning department and recommending to the business the strategy for how this is taken forward to ensure that our approach is forward thinking and innovative delivering a first-class service to our clients and customers. 

You will be responsible for: 

• Build and Lead a high performing planning team that delivers excellent outcomes for the business.
• Build strong planning to planning relationships with all clients.
• Develop resource forecasting models, ensuring that all resource planning forecasts, scenario's and recommendations are based on sound commercial basis, ensuring resources are utilised effectively
• Analyse future demand and supply forecasts for all clients liaising with relevant departments to ensure that we have enough resource to achieve SLA’s
• Work collaboratively with the Operational Management Teams to plan the daily workflow to ensure all operational SLA’s are achieved
• Managing holidays and shrinkage in line with forecasts. Working with the Operational Management Team to authorise offline activity
• Making appropriate plans for expected changes in profile and workloads. Investigating potential scenarios and finding solutions to challenges
• Offer daily operational support across all channels, drive operational excellence and efficiency improvements
• Work with the Senior Operational Team to shape, define and deliver customer service KPI’s around productivity and proactively report and review performance
• Work with the Senior Operational Team to identify operational, financial and process efficiency's. Produce FTE modelling solutions to drive the most cost effective and efficient solutions for the business
• Seek opportunities to improve MI, technologies, workforce management tools and roster management
• Continually monitor and propose effective shift patterns to match business requirements, optimising the performance of all Operational Teams and maximising agent satisfaction by providing flexible options
• Monitoring and reporting on forecast accuracy, trends and utilisation
• Provide information, analysis and advice on headcount and pipeline
• Providing daily, weekly and monthly reports to the Leadership Team as required
• Ad-hoc duties and projects as required

As well as a clear structure for your personal and professional development we also provide a comprehensive package of benefits which include medical insurance, canteen allowance and more.

Education and Qualification:

Essential

• Proven experience in a Resource & Planning environment
• At least 3 year minimum experience in managing a team

Desired

Professional qualification in Resource Planning

Skills, Knowledge and Capability: 

Essential

• Previous experience of being in a similar role (essential)
• Previous experience of forecasting for a multi-channel customer service function, forecasting demand for voice, email, chat and back office tasks (essential)
• BPO experience ( preferred but not essential)
• Experience of forecasting and scheduling for complex operations
• Proven experience of designing and implementing contact centre resource models, impact assessments and scenarios to influence and communicate
• Advanced use of MS Office suite packages (particularly Microsoft excel)
• Strong data manipulation experience
• Self-motivated and performance driven with the ability to manage and prioritise a heavy workload
• Excellent communication, ability to work well with a wide range of people
• Experience with workforce management system – IEX Totalview (NICE) experience preferred but not essential
• Ability to develop resourcing strategies used to deliver client requirements
• Previous experience of working in a fast paced, cross-functional group
• Highly developed stakeholder management skills
• Ability to challenge and question trends to address issues and identify opportunities for financial growth
• A high level of accuracy and attention to detail
• Strong analytical, communication, management and organisational skills
• Awareness of commercial models employed within the accounts and the impacts of their teams’ decisions on financial performance.

Feel ready to jump in? Click Apply Now or contact the team:

• WhatsApp our Recruitment Team: 083 593 1232
• Email us: ksarecruitment@wearekura.com