Tactical Planning Analyst (Pipelining)

As an Tactical Planning Analyst you will be tasked with managing the delivery of efficiency and effectiveness across all departments / accounts within remit, helping the operational business to flag issues / patterns / opportunities relating to performance and achievement against SLAs/KPIs. The role will focus on day-to-day issue identification and resolution, actively using available management information and insight to drive improvement.  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.

Key Performance Areas

Key responsibilities

• Effective management of work queues, across all customer channels
• Drive operational activity & performance
• Drive Intraday/real-time issue resolution and planning
• Identify & escalate issues around shift & schedule adherence
• Review, analyse, and report on various elements of planning & performance
• Liaise and interact with operational managers and other core account stakeholders in a collaborative manner, agreeing correct course of action to deliver achievement of SLAs.
• Where required, act as a support mechanism and link in with offshore teams and peers in order to deliver a collective & comprehensive planning approach.
• Track and manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
• Provide performance updates and commentary to stakeholders throughout the working day and week.
• Complete ad-hoc staffing & scheduling amendments.
• Action authorised off the phone activity, shift changes, break & lunch amendments etc.
• Deliver Intraday reforecasts via use of relevant systems such as Aspect eWFM, assessing the impact on performance delivery, highlighting risks and opportunities.
• Maintain service level log / Incident reports to enable understanding of any variances to SLA and forecasted workload.
• Complete on-day & short-term reforecasts for all channels including full schedule optimisation.
• 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, highlighting non value-add activities, in order to drive efficiency, resulting in cost savings through reduction in FTE.
• Attend & contribute to relevant meetings with stakeholders across Planning, Operations, Support Teams, and Clients.

Client Services

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

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

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 Requirements    

Minimum Qualification:   

• Matric

Minimum Experience:  

• 2-3 years Workforce Management experience gained within Capita or previous experience in a planning, or similar role.

Key Competencies

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

• Great technical ability, particular with WFM systems (e.g. Aspect & CMS) and MS Excel
• Adaptability of approach – flexibility with a desire to achieve goals
• Excellent problem solving
• Good knowledge of workforce management processes and principles
• Strong numerical background
• Strong proactive approach to work, with a can-do attitude
• Ability to build relationships and networks at all levels
• Great communicator, with excellent interpersonal ability
• Excellent planning, organisational and analytical skills
• Good commercial awareness
• Excellent attention to detail
• Ability to demonstrate results to reflect quality and timely delivery
• Good understanding of call centre type statistics and systems
• Independence – required to work on own initiative and without supervision, expected to act independently
• Team work – required to integrate and work collaboratively within the planning team.

Management/Supervisory Responsibility:

This role does not have a supervisory responsibility

IMPORTANT

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we are doing everything we can to keep our colleagues and customers safe during this time.

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.

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