Planning Lead - Durban - Network Recruitment

Planning Lead - Durban - Network Recruitment

The Workforce Planning Lead will join a dynamic team at a globally renowned international BPO leader in sunny Durban.

This role involves working for a company that prioritizes delivering high-quality customer service and developing staff, while investing in their growth.

Reporting to the Finance Director, you will support and develop the planning team, ensuring accurate and commercially viable resource models.

You will work with department heads to forecast, plan, and schedule operational teams, while also being accountable for the direction and development of the planning function.

Main Responsibilities:

• Build and lead a high-performing planning team
• Develop strong planning relationships with clients
• Analyze future demand and supply forecasts, collaborating with departments to ensure sufficient resources meet Service Level Agreements (SLAs)
• Work with operations to plan daily workflow
• Manage holidays and shrinkage in line with forecasts
• Makes appropriate plans for expected changes in projects and workloads
• Provide operational support across channels, driving operational excellence and efficiency improvements
• Collaborate with operations to identify operational, financial, and process efficiencies
• Produce FTE modeling solutions
• Monitor and propose effective shift patterns to meet business requirements
• Track and report on forecast accuracy and trends
• Provide information, analysis, and advice on headcounts

Requirements:

• 4-5 years' experience in a resource or workforce planning role is essential
• BPO or consulting industry experience is required
• Experience with forecasting and scheduling complex operations
• Proven experience designing and implementing resource models and strategies
• Advanced MS Excel skills
• Ability to challenge and address issues, identifying opportunities for financial growth
• Strong analytical skills
• Excellent verbal and written communication skills
• Strong relationship-building skills
• Ability to work in a fast-paced changing environment
• High level of attention to detail

Salary: $80,000 - $110,000 per year

Location: Durban, South Africa