If you find yourself not only asking questions but also seeking out the answers to them then our Planning and Delivery Manager could be the right role for you.
Based in our vibrant Durban office, you’ll need to have sound technical planning capability and be required to be able to build, interpret and quality assure planning tools, plans and services whilst developing & coaching a team.
You’ll be joining our fun-loving global community of more than 85,000 passionate people who work across 160 locations in over 50 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.
In this role, you’ll be delivering clear, effective people planning and real time delivery of committed people services to their allocated account portfolio, under our planning & delivery vision, accommodating the nuances of different client and our operational requirements and culture.
Take your career to the next step and apply today!
What you’ll be doing
- Accountable for ensuring a balance of client planning satisfaction, operations engagement, planner engagement/development, margin assurance, work/life balance in the operations and embedding a positive WFM culture for their respective accounts
- Leading the design, delivery and implementation of shift strategies that are workable for our people, cost effective and deliver people at the right times across their accounts
- Accountable for the delivery of advance production of accurate capacity plans, adequate site space, recruitment planning, training planning and client/operational communications of plans, actions and progress
- Support in delivering the end-to-end planning processes from client request into each functional area of planning, through to on-the-day delivery
- Focus on traditional planning improvements, analyse trends in data and operational/client feedback to identify and drive improvement initiatives as a virtual member of the operations and client leadership teams
- Drive best practice across the planning lifecycle ensuring the right tools, processes and techniques are being used to deliver a quality assured planning service
What you’ll need
- Strong planning knowledge with an excellent technical understanding and capability on planning tools, calculations and services across the planning cycle
- Up to date with the latest industry trends and strategies in Customer Service propositions
- Experience of continually improving your team’s ability to deliver the best customer service
- Ability to read contractual documentation and schedules, turning this into the appropriate reporting deliverables that meet this contractual obligation
- Understanding of commercial framework and how this translates into daily practice, maximizing revenue and mitigating risk
- Ability to interact at all levels within a business and to clearly present the Planning functions into laymen’s terms, adapting this to suit different audiences
- Experience working effectively within a Planning/Real Time environment sharing knowledge & learning openly and honestly (desirable)
- Experience in understanding reporting tools and interpretation of KPIs how these need to be displayed and reported (desirable)
- Demonstrable business acumen with strength in data management and operational reporting (desirable)
We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers
