Resource Planning Manager

Recruiter
Mottram Search Limited
Location
Hilderstone
Salary
£45,000 per annum
Posted
05 Oct 2017
Closes
16 Nov 2017
Sector
General
Contract Type
Full Time

An exciting opportunity has arisen to join a customer focused utilities company in a role to provide inspirational and strategic leadership to ensure that all the teams in their business area deliver an exceptional customer experience whilst meeting challenging performance targets.

An exciting opportunity has arisen to join a customer focused utilities company in a role to provide inspirational and strategic leadership to ensure that all the teams in their business area deliver an exceptional customer experience whilst meeting challenging performance targets.

The job

This is a great opportunity to work for a company and industry sector that is going through significant change with ultimate focus on providing a best in class customer experience.

The purpose of the role will be work with all Departments across the client to ensure that industry best practice in all areas of Workforce Planning, ensuring innovation in ideas and approach to support the delivery of the business plan/strategy. This is across a 300 fte contact centre

Ensuring processes exist in order to interact with other areas of the business to inform the Planning team of any resourcing impacts in good time to make planning / operational recommendations to protect and/or improve our business.

You will have direct responsibility for forecasting, scheduling and real-time functions of the WFP team through training, coaching, guidance, support and direct performance management

What we’re looking for

-Provides expertise in workforce planning (WFP) and telephony management to optimise operational efficiency and ensure regulatory compliance

-Provides expert advice and recommendations (resource optimisation, system / reporting capabilities) to Senior Management (Customer Services and other department across the clients business) to further improve efficiencies and/or improve customer service

-Directly develop the capabilities of individuals responsible for the forecasting, scheduling and real-time functions of the WFP team through training, coaching, guidance, support and direct performance management

-Provide technical input into the strategic direction of the business to support efficient and effective planning and delivery of service

-Work with all teams across Client to promote the benefits of effective planning within the contact centre in deliver the most appropriate and cost effective solutions that promote good customer service

-Improve productivity and efficiency across the operational teams by providing options / resolutions to difficult / reoccurring problems.

-Understanding of all business change and the impact on resources at all levels (Functional to Area)

-Constantly display the Client leadership behaviours and competencies and to be seen as a role model by team members

-Ensure the team officially documents processes and change to processes for audit and due diligence purposes

-Work closely with business leads and finance in order to determine the 'right size’ of the contact centre resource by taking a forefront approach to the budget