Job Title: Workforce Planning Manager 

Location: Richefond Circle

Hours: Monday to Friday 9am to 7pm

Salary: up to R660 000.00 per annum DOE 

This is a permanent full-time role as a Workforce Planning Manager 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?

Reporting to the Head of Planning, this extremely varied role will be to support and develop your team. To oversee the management of the service delivery of our business and support the interaction with operational teams and client resource planning teams.

In addition to this the role will require you to lead through your team:

• To manage the in-day resource management of our people focusing on schedule adherence, intra-day re- forecasting and FTE delivery and communication to the client on capacity to handle call volumes.
• To provide clear analysis on previous performance and subsequent recommendation to optimise performance for the remainder of the day. This will be delivered through close monitoring of resource delivery via NICE WFM and associated technology together performance and summary reports to the management team.
• To optimize the resource levels, this in turn will drive the maximum revenue and efficiency (margin) across the campaigns and site.

You will be responsible for:

• Overall responsibility for capacity plans, FTE plans, attrition analysis and recruitment numbers.
• Design, implement and distribute shift patterns and schedules for campaigns to fit client requirements and achieve staffing and productivity targets.
• Attend daily/weekly calls to present and discuss current resourcing position with both clients and internal stakeholders.
• Providing required management information to allow business areas to manage holidays effectively.
• Forecasting processes and methodology to match the client business model.
• Liaising with operational and support teams to ensure effective account sizing.
• Accurately documenting issues and results producing daily, weekly and monthly commentary on the performance of accounts.
• Auditing current practice and bench marking against industry standards.
• Supporting and developing the skills of the Resource Planning Team
• Provide resource sizing models to Kura’s Bid Team to support RFP process
• Support operations through quarterly and annualised budget process

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 QUALIFICATIONS

Essential

• NQF level 4/5
• Lean 6 Sigma preferrable

Desired

• Award winning capabilities in Planning

SKILLS, KNOWLEDGE AND CAPABILITY

• Experience of managing a workforce planning team, ideally within an outsourced contact centre environment
• Well versed in the provision and design of commercially aware resource models
• Experience with workforce management system –NICE WFM ( IEX ) experience preferred
• Ability to develop real time strategies used to deliver client requirements
• Previous experience of working in a fast paced, cross-functional BPO 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
• Advanced Excel skills
• Awareness of commercial models within the industry and have the ability to understand the impact 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