Tactical Planning Manager (Pipeline)

• 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.

• 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

• 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

• 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

• 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.

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

Capita