Senior Tactical Planning Manager

Preston Brook
12 Jan 2018
18 Feb 2018
Contract Type
Full Time

Senior Tactical Planning Manager

Can be based at either Dearne Valley, Rotherham, Leeds or Preston Brook, Runcorn

£30k - £35k depending on experience + Benefits

About the role:

We are currently looking to recruit for a Senior Tactical Planning Manager to join our O2 Partnership within our Customer Management team. The role can be based at either our Dearne Valley, Rotherham, Leeds or Preston Brook, Runcorn sites. The Capita O2 Partnership provides contact centre operations for O2 customers.

The purpose of the Senior Tactical Planning Manager is to provide tactical service level management support across all O2 operations & sites. You will be working with TP across various sites and operations teams to deploy resource in line with business requirements.

You will oversee productivity and adherence delivery and work with operations to improve results. As a multi skilled and multi-site operation, you will exploit VCC technology to its full potential, making recommendations to enhance the service proposition. You will develop relationships with the client and chair weekly calls to update them on actual and predicted performance.

About Capita | Customer Management - O2

Capita Customer Management is part of Capita plc, the UK's leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India

Capita runs and manages O2's customer service centres and supports O2 as it enhances and expands its digital service offering to customers. In line with O2's vision for the business, Capita is transforming the whole of the O2 operation to ensure the service is meeting changing customer interaction needs as well as using customer data and insight to create a more personalised customer experience

What you will do:

  • Lead a team of Tactical Planning specialists ensuring succession plans are in place. Deliver team meetings, objectives, one to ones and development plans.
  • Ensure escalation route for key issues.
  • Work in partnership with other planning teams to produce best fit deviation reports
  • Track the impact of all non-planned shrinkage elements highlighting risks and issues.
  • Deployment of the Customer Readiness Plans across all segments within the o2/Capita partnership, maximising delivery against KPI's
  • Monitor and maximise agent available time.
  • Maintain service at agreed level. Work with the operation to ensure the signed off shrinkage on weekly business planning models is delivered
  • Ensure the relationship between team managers, call centre managers, segments heads and the GM is robust and that they are fully bought into team processes and outputs
  • Understand and develop all real time monitoring tools, including CCPulse, RTA & Avaya
  • Document and lead all processes meetings and reports in the team
  • Ensure that adequate cover is available for Tactical Planning out of hours and in absence of team members
  • Ensure working practises are developed across all sites and segments and implemented consistently.
  • Work within the D&D team providing Service Delivery Lead cover within agreed rota
  • Providing Business Continuity cover within agreed rota and where required

Your experience will include:

  • High level of Planning & Real Time knowledge with strong technical skills
  • Comprehensive Contact Centre Planning Experience
  • Knowledge and application of Planning specific software (Aspect eWFM)
  • Advanced Excel level Knowledge
  • Strong Communication and influencing skills
  • Strong analytical and management skills
  • Suitable candidates should also have the ability to promote the introduction of new ideas by continuous improvement initiatives
  • High level of Planning and Real Time knowledge
  • High level of technology skills
  • Self-motivated, enthusiastic, professional individual
  • Excellent commercial awareness
  • Flexibility in working patterns and location may be required. Some travel may therefore be required.
  • Client management skills
  • Strong analytical & management skills
  • Client management skills

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday rising to 27, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

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