The successful candidate will oversee the Workforce Management System and Forecasts within a multi-site and multi-skilled customer centre. You will have responsibility for multiple analysts in your team and work with stakeholders and Business Partners to ensure the accurate delivery of forecasting and resource models, adapting to changes in contact arrival patterns, contact channel shifts and changes to forecasts.
This is a fantastic opportunity to work for a true market leader and drive workforce strategy and take the department to a new level of operational excellence.
Proactively identify and develop key relationships across the business ensuring that all forecasts and resources proposals are deployed with maximum insight, and appropriate actions are taken to minimise risks to target service levels and/or budget
Ensure accurate staffing levels are driven through the forecasting process to meet the established demand and hit business KPI’s
Propose continuous improvement opportunities to improve SLA’s / reduce costs and provide increased flexibility.
Manage performance and productivity of the team regularly reviewing skill levels against role requirements
Continually review staffing against plan and work to improve and deliver efficiencies to plan while not impacting Planning relationship with the business
Knowledge, Skills & Experience Required
Extensive experience in a Resource Planning Manager role within a multi-skilled, multichannel, environment
Previous experience in managing a resource planning team.
Strong technical background in using MS packages and WFM technology
Stakeholder management experience with the ability to negotiate and influence others
Strong analytical skills
Strong commercial awareness
Ability to motivate and engage your team to deliver outstanding results