25 Oct
Careerbox
Umhlanga
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 teams, mentor & coach the team and ensure delivery of the key objectives of the planning function.
Ensure that the Team provides effective support on the successful delivery of operational targets according to client agreements
- Monitor performance against operating rhythm and investigate deviations.
- Review intra-day and daily service levels
- Manage an effective Communication model to ensure all teams understand the overall business performance and their impact on it.
- Motivate and manage performance of Planning Managers within the account to support delivery of overall targets and business plan.
- Review forecasts and agree targets with the client ensuring alignment to commercial requirements.
- Ensure all forecasting, scheduling and real-time management activities are optimised and address areas for improvement
Ensure continuous Improvement of Operational area
- Identify and highlight opportunities for service and process improvements
- Analyse and research team metrics to identify areas of excellence and implement across teams.
- Actively engage and coach Planning Managers on operational, financial and planning issues to ensure process optimisation and improvements
- Engage with client on any current service delivery issues and to exploit any improvement opportunities
- Build internal capability in the team by working closely with training delivery teams to ensure the ongoing development all levels.
- Review and define all roles and shift patterns required to best enable the operational 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
- Provide a Subject Matter expert role
Client Relationship Management (c.50% of role)
- Engage with Client as required to address escalated issues with real-time service delivery
- Engage with Client on service delivery improvement opportunities
- Engage with clients business loaning functions to agree forecasts, handle times etc.
- Present Monthly/ Quarterly Business Reviews
Financial Management
- Reviews the forecast and analysis data produced by the APM and/or WFM against budget monthly/ annual figures to drive learning and development
- Provides information and analysis to both Finance & ME's to produce the budget by department and campaign
- Development of strategic modelling tools for existing and new campaigns to allow for accurate sizing and costing
- Support the process of new bid modelling to ensure that all new bids are correctly sized, costed and minimum margin levels are met
- Ensure cost/ revenue targets are met
Level of Authority
- Provides input into process improvement initiatives and budget
- Engages with the Client as required
- Subject Matter expert for the area and broader organisation
- Designs and authorises commission structures
- Planning time frame covers all aspects of planning as required with a focus on strategic long term 6 months plus
Competencies, Skills and Abilities:
- Planning and Organisational 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
- Business Analysis; ability to create new tools to analyse and expert skills to interpret and communicate insights gained from the data
- Financial management; ability to develop and manage budgets and forecasts; control of expenditure and understanding of consequences of deviations; commission structures; financial acumen
- Conceptual thinking with the ability to define and deliver against strategic priorities
- Stakeholder relations; managing the expectations of senior internal and external customers
- Coaching Skills; ability to deliver constructive feedback
- Relationship Management; ability to balance internal vs external customer requirements
- Adaptability / Resilience with the ability to manage under pressure
- Initiative / Proactive
- Customer Service and Commercially orientated
- Excellent decision making skills
- Initiative / creative thinker - a change agent
- Innovative with the confidence to constructively challenge existing processes.
Experience, Knowledge and Qualifications
- 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