Resource Planning Manager

Recruiter
MERJE Ltd
Location
Manchester
Salary
60000.0000
Posted
09 May 2017
Closes
08 Jun 2017
Contract Type
Permanent
Hours
Full Time

Our client is seeking a Resource Planning Manager to lead and develop a team of resource planning professionals across multi-channel, multi-site and multi-discipline activities to deliver benchmark service standards and support; provide thought leadership and significant strategic level planning input to medium and long term plans.

Responsibilities

  • Provide insight and analysis to drive the development of medium and long-term business planning models across branch network, multi-site contact centres and commercial B2B business models; using telephony, non-call, digital and face to face contacts.
  • To engage senior managers on planning and resourcing strategies and developments, building effective working relationships, gaining stakeholder buy-in and support to short & long term objectives and resourcing solutions.
  • Lead and develop a team of resource planning professionals across multi-channel, multi-site and multi-discipline activities to deliver benchmark service standards and support.
  • To deliver effective & accurate reports AND analysis detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.
  • To make recruitment recommendations and identify opportunities and benefits offered through skills based routing, demonstrating the benefit of proposed changes through testing scenarios using simulation software, capacity and sensitivity analysis.
  • To solve complex business problems using a strong understanding of data management, systems architecture and analytical technology to solve complex business problems.
  • To manage the end-to-end planning process across Distribution.

Skills, experience & Qualifications

  • Extensive experience of operating in a large-scale planning and resourcing environment, supporting call centre operations.
  • Exposure to senior management, proven experience of gaining buy-in to strategies and propositions.
  • Appreciates market developments with regard to planning and resourcing to enhance strategies and approaches.
  • Proven competence in leading and developing people performance and capability within a planning and resourcing department.
  • Proven ability to manage and influence key internal and external customer relationships at a senior level.
  • Extensive experience of designing longer term operating models considering strategic site preferences, location constraints & ability to recruit / retain relevant staff skill sets.
  • Strong technical familiarity with WFM and Telephony platforms.
  • Passionate about the hands on side of Planning