Tactical Planning Manager Golden Opportunities Pvt Ltd

8.0 - 10.0 years

8 - 18 Lacs

Mumbai

Work from Office

Role : Tactical Planning Manager Location: Pan India Candidate Expectations & Responsibilities : Candidate should have 8-10 years of relevant experience. To lead and develop a team of tactical planning specialists, producing exceptional levels of resource optimization 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 & minimize 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.

Posted 4 days ago

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