Head of Resource Planning

Remote, South Africa

A leading CX provider, unrivalled in developing and training its people to be the best they can be. This investment in people ensures longest staff retention possible enabling them to best serve client's customer service needs.

This leaders main function is 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.

You will use short and long-term forecasting models, adherence and rostering patterns to support and review analysis trends. You will be required to use this information to recommend solutions to optimise effectiveness across all channels. Gathering robust data, you will...