Tactical Planning Manager (Pipeline)

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Job Description:

Tactical Planning Manager

The Tactical Planning Manager is responsible to ensure the delivery of exceptional levels of tactical planning, deploying appropriate resource to meet business needs, leading to the consistent achievement of service level requirements.  Managing & motivating a team of tactical planning specialists, where applicable.

Alongside performance improvement it is also imperative that the role be a positive and supportive intervention to ensure that FTE is operating at an optimum level. Interacting and influencing key stakeholders is a necessity at all levels, including Senior Management, Support Teams, and Clients.

Key Responsibilities:

• To lead and develop a team of tactical planning specialists, producing exceptional levels of resource optimisation and workload management.
• Complete regular performance and wellbeing reviews with individual team members, also implementing training & development plans.
• Create succession plans for continued development and tenure across the wider planning team.
• Chair meetings, ensuring high quality of content, control, and output.
• Ensure that governance and rigour are applied throughout all planning processes.
• Strive to achieve service level goals, deploying course-direct actions where appropriate, and working to continuously highlight & minimise risk.
• Work with and influence both internal and external senior stakeholders.
• Work in partnership with the wider planning & support teams, including off-shore, to provide a comprehensive service to the business & client.
• Drive operational performance & efficiency
• Drive Intraday/real-time issue resolution and planning
• Identify & react to opportunities for continuous improvement
• Review, analyse, and present on various elements of planning & performance
• Manage the approach to agent activity & adherence via use of relevant systems, facilitating productivity improvements and service level attainment.
• Where required, act as a support mechanism and link in with offshore teams and peers in order to deliver a collective & comprehensive planning approach.
• Manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
• Take the lead to ensure the action of changes in real-time in order to deliver optimal performance outputs. Deliver impact assessments and production of intraday performance scenarios as a result of exceptional non BAU type events.
• Create, develop, and deliver analysis to a wide range of stakeholders, ensuring high levels of communication & interaction.
• Ensure findings from real time analysis are fed through to the end to end planning process.  Develop skills and expand knowledge across the wider planning team activities in support of this.
• Challenge and improve ways of working in order to drive efficiency, resulting in cost savings through reduction in FTE.
• Highlight non value-add activities that are undertaken in the Contact Centre and then work with key stakeholders to reduce and eliminate these tasks.

CAPITA VALUES

• Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others

Professional Know-How:

Minimum Qualification:   Matric (Completed)

Minimum/Preferred Experience:     

• 2+ years’ experience in management role working with one or more workforce management systems such as Work smart, IEX, Aspect, CC Pulse
• Resource Planning and Real Time experience
• Great technical ability, particular with WFM systems (e.g. Aspect & CMS) and MS Excel

Key Competencies

Skills and Abilities

• Strong analytical and organization skills, including trend analysis.
• Proficient with time management.
• Ability to plan, prioritize and organize effectively / detail-oriented.
• Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
• A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications.
• Demonstrate flexibility to adapt quickly to departmental changes and conditions.
• Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
• Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
• Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
• Regular, punctual and consistent attendance.
• Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
• Ability to meet deadlines.
• Ability to work outside of normal schedule with little or no notice.
• Ability to perform additional tasks as assigned

Management/Supervisory Responsibility:

This position has management responsibility.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

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