Workforce manager/Resource Planner
Workforce planner, resource manager, Permanent job, Coventry CV1, FTSE 100 company
Workforce manager/Resource Planner
Workforce management, resource planning, job, permanent job, Coventry, CV1
Your new company
One of the world's largest courier delivery service companies, being the global leader in over 220 countries. Our people are the foundation of our success, and we has consistently ranked among the world's most admired and trusted employers. We inspire our global workforce of more than 400,000 employees to remain absolutely, positively focused on safety, the highest ethical and professional standards, and the needs of their customers and communities.
Your new role
This well known global business are looking to appoint a workforce manager/resource planner to join their growing team based in the Coventry office.
Under guidance, develops effective computer based forecasting models to support the accurate analyses of call volume patterns. Uses approved tools to analyse call volumes & and accurately integrate call volume forecasts into realistic resource planning.
Creates effective manpower schedules for Europe that meet the evolving operational needs and support of key processes through the use of approved work force management tools. Includes the development of network shift bids, inter-week and intra-week scheduling adjustments and co-ordination of inter-day staffing processes.
Researches assigned practices, processes and systems that potentially inhibit customer service performance. Develops recommendations for management on actions needed to improve performance & participates in the implementation of agreed solutions.
Under guidance may research complex subjects. Provides accurate & timely reporting, and analysis of centre and network daily operational performance to customer service management and provides statistical information with recommendations for service/system enhancements.
Participates in the development & implementation of effective contingency plans for exception situations that impact either individual or overall call centre performance (fire, system outage, weather etc). Includes developing & recommending amendments to relevant parts of the department's operating plans, policy & procedures.
Performs tasks related to resources planning, including development of manpower models, network level gap analysis of key skills required etc. Supports the development of new country openings/facilities by conducting defined market & inter-company research & supporting analysis.
Performs tasks related to special statistical studies, including methods determination and report formatting and presentation. Leads/participates in continuous improvement initiatives including recommending and assisting in the development of revised or new business processes, using a variety of media such as intra/inter-net.Etc. Works with customer service training to develop appropriate functionality training, business procedure training and initial functionality support levels for the new release prior to move to production.
What you'll need to succeed
Previous workforce management experience is essential for this role, as is experience of working with workforce management tools. Contact centre experience with experience of planning front and back office processes would be beneficial Excellent communication skills across a variety of stakeholders Good relationship building skills including stakeholder relationships
What you'll get in return
Competitive salary, 25 days Annual Leave rising to 28 days after 5 years' service + Bank Holidays, Retirement Plan, Private Medical Insurance, Life Assurance, Childcare Voucher scheme, Tuition Assistance, Discounted shipping, Plus other local discounts such as Travel Insurance, Hotels, car hire etc This organisation also take pride in the career development programs that they offer their employees as part of their people oriented philosophy.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.