Business Planning Manager

Business Planning Manager

Role Overview

We are seeking a collaborative and detail-oriented professional to join our team of Planning & Delivery Specialists. In this role, you will play a key part in optimising resource deployment across operational units, ensuring the achievement of contractual service levels, and contributing to continuous improvement initiatives.

As a valued member of the Resource Optimisation team in South Africa, you will work closely with Operations stakeholders to manage relationships, align expectations, and deliver insight-led recommendations that support performance and future planning. The ability to model and predict future demand and supply will be key to success in this role, enabling proactive decision-making and strategic resource alignment.

Key Performance Areas

Key responsibilities

• Design and implement resource requirements or propose new modelling solutions in response to client issues or additional work stream requests
• Identify behavioral operational issues/trends that impact on profitability (i.e. available time, schedule adherence) and work with General Managers, representing Planning on the Client Action Team, to address such issues developing continuous improvement strategies that optimize the profitability of clients
• Work with General Managers to ensure that contracted service levels are met by improving schedule efficiency, utilization, adherence and productivity and proactively identify service delivery issues working with General Managers, Operations Managers and the Client (where appropriate) to resolve issues/amend contract commercials assisting in the achievement of adherence.   
• Analyze client specific information, such as long-term forecasts and call routing strategies between clients own and CAPITA call center’s to improve the efficiency of their business through better utilization of their resources
• Work with General Managers, Operations Managers and Clients to set, achieve and maintain the Dialer strategy, improving performance and ensuring that CAPITA comply and maintain compliance with Ofcom regulations e.g. abandon rate targets
• Influence and assist General Managers in prioritising client specific requirements, to deliver overall optimal business benefit and assist in managing client expectations.
• Manage, motivate and develop a team of up to 10 direct reports with overall responsibility for management of a larger team of Planning specialists to ensure delivery of high quality output
• Manage redeployment processes and utilization of resource across the business to ensure optimum business efficiency
• Formulate budget assumptions and future resource requirements for existing clients to enable Commercial and Operations to agree yearly budget and/or reforecast
• Formulate actual and future resource requirements to support business decisions around training and recruitment
• Responsibility for authorizing planning aspects for client areas to enable accurate billing to take place
• Accountability for accuracy of client’s capacity (FTE & Space) plans and scheduling accuracy

Client Services

• May be required  to attend client workshops to give effective feedback on  opportunities to improve customer journeys and client services offered

Decision Making:

• Staffing/seating requirements for existing units, new units and new Bids
• Re-deployment of staff between units (may be due to decrease/increase in business)
• 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

Influence decisions:

• Nature of commercial deals
• Delivery of calls from client

Finance (e.g. budgets, revenues, etc.)

• Impacts on business unit employee and overhead costs. Advises managers on how to run unit as profitably as possible, looking at available time, holidays etc
• Impacts on business unit achievement of service levels and therefore requirement/non-requirement to pay commercial penalties 
• Impacts potential future revenue streams. Instrumental part of the bid process by designing innovative and cost-effective resourcing solutions

Non-Financial (e.g. products, markets, people, etc.)

• Focus on Resource Planning, Service Delivery or Dialer
• Responsible for maximizing the efficiency of desk utilization within the call centre.
• Responsible for managing a team of up to circa 40 Planning specialists
• Key direct interface with internal and external clients providing specialist Planning, Service
• Delivery or Dialer knowledge
• Responsible for Planning for approx. 1,500-2,000 heads across various clients
• Responsible for ensuring compliance with Ofcom regulations regarding Dialler abandon rates

Implementation of Guidance and  Policy

• Implements, maintains and manages the cascading of all relevant Capita policies & procedures to team members
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site

Minimum Requirements 

Minimum Qualification:   

• Matric

Minimum Experience:  

• At least 2-3 years plus experience within Business Planning and Workforce Management processes
• Experience of large scale, multiple client/dimension resource planning
• Advanced MS Excel experience and planning specific software (example;  Aspect, CMS and eWFM, Genesys, Live Person)
• Leadership experience

Knowledge:  

• Knowledge and application of planning theories and forecasting methods e.g. Regression techniques
• Knowledge and application of Call Centre switches/network level routing /skill-based routing desirable
• High level understanding of how Call Centre operations work

Key Competencies    

Skills and Abilities (what must I be able to do / display):

• Strong analytical and  numerical background
• Ability to build relationships and networks at all levels
• Good communication and negotiation skills
• Good commercial awareness

Management/Supervisory Responsibility:

This role does have a supervisory 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.

Closing date: Midnight 8 July 2025