Planning Lead

The Works Staffing Solutions Bournemouth
Bournemouth, UK
03 Jun 2019
26 Jun 2019
Contract Type
Full Time
Planning Lead

Up to £35,000pa


Our client is looking for an experienced Planning Lead, to join our Resource and Planning team.

Crucial to the delivery of our Contact Centres monthly operational plan across a multi-product and multi brand environment, the successful Planning Lead will ensure that service levels and commercials are achieved. The successful Planning Lead will also support the consolidated multi-site monthly planning cycle & process and own the site monthly plans to optimise resource utilisation and campaign performance, with effective management of the workforce management and dialler systems.

The successful Planning Lead will use their excellent communication skills to ensure Stakeholders of all levels are kept up to date about real time and revised weekly performance. The Planning lead will also be confident giving feedback and making recommendations to stakeholders to improve data, operational and system performance along with suggestions to enhance customer experience.

Below are some of the key responsibilities:

* Understand the Month Ahead plan, taking necessary actions to deliver the required resource profile to deliver results.

* Own the Week Ahead process and statement, reviewing performance month to date and re-forecasting performance for the rest of the month, taking actions to optimise output.

* Complete the monthly planning cycle through ownership of the Day Ahead and real time process to deliver service level and income.

* Manage shrinkage thresholds, yearly/monthly/weekly/daily, to deliver required resource.

* Agree and manage a RAG service agreement with Operations, giving clarity of services provided and actions to be taken, by whom, in stages of service level failure.

* Establish a robust contingency planning process to optimise performance results and ensure business continuity.

* Provide stakeholders with detailed updates and commentary throughout the monthly planning cycle, highlighting risks and opportunities including month ahead and look backs.

* Maximise Campaign performance through designing and managing effective daily/weekly/monthly dialling strategies which maximise Outbound revenue.

* Chair weekly campaign reviews with Campaign Managers and Operations, making recommendations to optimise commercial performance.

* Own the collation of accurate weekly resource position for the site, outlining status and reason for change.

Requirements - key skills, competencies and experiences:

* 3 years resource planning, scheduling and real time management experience with a proven track record in managing and optimising WFM systems, ideally including IEX.

* 3 years dialler management experience with experience in both progressive and predictive diallers, ideally Avaya Proactive Contact and Call Media is desirable but not essential.

* Line management and people development experience.

* Full understanding of business targets with focus on delivering commercial results.

* Self-starter with excellent levels of numeracy and strength of character to assume ownership of issues.

* Intermediate Excel skills.

* Excellent detailed understanding of Ofcom and compliance rules and regulations

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