• Ad Placed : 28 Sep 2019 15:30:08 Affiliate ad
• Remuneration : PER MONTH
• Employment Type : Full Time
• Employment Level : Senior Management
• Industry :
• Professions
  Other Professions
• Region : Kwazulu-Natal
• Company : Boardroom Appointments

Our client based in Durban is looking for a Head of Planning to ensure delivery of accurate, reliable and timely reporting, real-time monitoring and fault identification to the client and operations, best-enabling the delivery of contractual KPIs and ensuring the cost-effective use of resources against planned and unplanned volumes. This role is intended to lead the activities of the planning team

Education and Minimum Requirements:

• Grade 12 (Matric)
• Ideally university degree educated
• Expert knowledge of customer management IT and telephony systems
• Expert in the Workforce Management field
• 10+ years’ experience working at a management level, preferably planning for thousands of staff and millions of customer interactions
• 3+ years’ experience in managing specialist teams within the outsourced call centre environment
• 3+ years’ experience managing and developing budgets and financial forecasts

Skills and competencies:

• Excellent written and verbal communication skills
• Planning and Organizational Skills; defining performance standards and meeting multiple service levels; manage resources in the mid- term.
• Leadership skills; ability to lead and motivate a team
• Advanced technical knowledge of customer management systems, data and IT/Telecoms infrastructure
• Strong and adaptable communication skills with the ability to influence and motivate employees and managers
• Financial management; ability to develop and manage budgets and forecasts; control of expenditure and understanding of consequences of deviations; commission structures; financial acumen

Responsibilities:

• Ensure that the Team provides effective support on the successful delivery of operational targets according to client agreements
• Manage an effective Communication model to ensure all teams understand the overall business performance and their impact on it.
• Ensure all forecasting, scheduling and real-time management activities are optimized and address areas for improvement
• Ensure continuous Improvement of Operational area
• Identify and highlight opportunities for service and process improvements
• Analyze and research team metrics to identify areas of excellence and implement across teams
• Management of the Planning Managers
• Provide daily direction and communication to Planning Managers on all aspects of campaign performance
• Identify and assist with workforce planning issues
• Coach Planning Managers on workforce and leadership issues
• Engage with clients business loaning functions to agree forecasts, handle times etc.
• Financial Management
• Support the process of new bid modelling to ensure that all new bids are correctly sized, costed and minimum margin levels are met
• Provides input into process improvement initiatives and budget
• Engages with the Client as required
• Subject Matter expert for the area and broader organization.

Please visit our website at www.boardroom.co.zafor more details and to register your C.V.

To apply for this vacancy please access this job advert on a desktop computer.

Apply for other Jobs on Job Mail.