Role: Resource Planning Manager
Location: Home Based with travel to London 2 days per week
Salary: Up to £65,000 DOE + benefits
We are currently recruiting for an experienced Resource Planning Manager for a London based contact centre client.
Are you a forward thinker?
Are you customer focussed within a WFM environment?
Do you have the ability to engage, influence and inspire confidence in others?
You will be accountable for resource optimisation withing Operations through effective Forecasting, Planning, Scheduling and Utilisation of resources to achieve departmental SLA's and meet business demands.
Evaluation of performance across the function, providing analysis and recommendations to increase efficiency, reduce cost or risk and inform operational and strategic decisions.
Create and maintain a workforce planning/optimisation solution for Operations
Monitor actual and forecasted FTE against budgeted plans, challenge and investigate/understand any variance to plans.
Produce accurate and fit for purpose schedules ensuring resource is deployed in line with plan to achieve service level targets
Support recruitment with analysis of change of hours/contract requests, taking into consideration CBS policies
Analyse variances in actual v's forecast performance. Build learning into re-forecasting and share findings to drive performance improvements and KPI/SLA achievement.
Analyse performance and business information, make recommendations to achieve cost and/or operational efficiencies
Initiate `what if' scenario planning analysis / evaluations to support changing business requirements.
Undertake root cause analysis where service issues arise, make recommendations to stakeholders to mitigate future reoccurrence
Work with stakeholders across the business to identify potential peaks and troughs in workload volumes or resources to reduce risk and impact to customer service and operational costs. Make recommendations on the appropriate course of action.
Understand and be aware of the risk and control environment of your area of the business and adhere to processes and procedures in order to minimise risk.Requirements for the role:
Knowledge of the key principles of Resource Planning methodologies
Experience in workforce planning and optimisation in a back-office environment
Advanced Excel capabilities
Experience in presenting data and business information to teams and management
Experience within a Regulated Industry.
Working knowledge of Microsoft Office
Working knowledge of telephony applications and Workforce Management systems
Strong Analytical, planning, organisation, and computer literacy skills.
Excellent verbal and written communication, presentation and stakeholder management skills
Problem solving skills, especially the ability to analyse variances, accurately pinpoint root cause and recommend corrective action
Excellent relationship management and influencing skills with experience of managing multiple and diverse stakeholder group
Highly developed interpersonal skills and the desire to work as part of a team
The ability to balance varied workloads, conflicting priorities and meet tight deadlines
High level of attention to detail with the ability to manage multiple tasks and conflicting priorities without losing focus on planning ahead.
An individual with a pro-active mindset with a clear focus on quality and efficiency who is open to learn and grow.
A self-motivated, logical, and organised approach to work
Please follow the link to apply for this Resource Planning Manager role