We are working with one of the leading originations in their field to source an exceptional strategic Contact Centre Planning professional to join their growing team.
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This role is based in South Africa and requires someone to relocate there from the UK. The organisation will assist with relocation costs, will organise and pay for 6 months of accommodation and flights to and from. The salary is paid in sterling and with the cost of living dramatically lower than the UK, your salary goes a lot further!
The roles responsibility will be to lead planning teams who are responsible for creating and running insight led planning solutions across a number of geographically diverse contact centres, specialisms and contact types.
The successful candidate will have a solid background in Contact Centre Planning and the tools associated and will be a seasoned leader of people with superb stakeholder leadership skills.
You will be inspirational, challenging, and supportive in your leadership style with adaptive communication skills to cater for each audience and geography, using a wide range of problem-solving situations requiring extensive use of data collection and analysis.
Key responsibilities will include:
- Leading a team accountable for the design, delivery and implementation of people first shift strategies that are workable for our clients staff, cost effective and deliver people at the right times.
- Planning Innovation using experience and latest industry trends leading the way in Planning toolset delivery across the planning lifecycle.
- Accountable for the delivery of advance production of accurate capacity plans, adequate site space, recruitment planning, training planning and Operations communications of plans, actions and progress.
- Support in delivering the end-to-end Planning processes into each functional area of Planning, through to on-the-day delivery (effectiveness measured by margin, schedule fit, operational conformance, operational adherence and Operations engagement scores)
- Be accountable for the delivery of any new or live Service Improvement Plans and transformation activity that rely on heavy Planning & Delivery support, workforce optimisation or are in relation to the Planning & Delivery capability and function.
- Ownership of Production & Delivery ensuring adequate tracking of all Planning & budget related assumptions and actuals to ensure Plans are on track and early signs of deviation are understood, translated and action agreed with the Operations.
- To fully understand the main KPIs expected to be delivered within the operation and ensure that the appropriate plans are in place and the team are aligned behind them.
- Develop their respective planning teams into rounded capability, focusing on analytics, process improvement, communication and influencing styles, stakeholder management and cross- functional working. Mentor, coach & create opportunities for career growth within their teams.
This role requires a unique blend of technical ability, stakeholder engagement expertise and forward thinking strategic mindset, all within a large scale, professionally operated customer contact estate.