Operational Planning Manager

Recruiter
Legal & General
Location
Birmingham
Salary
£33,300 per annum
Posted
07 Oct 2017
Closes
18 Nov 2017
Contract Type
Full Time

Job duties

  • Provide planning and forecasting support for the 3 operations teams in Birmingham
  • Manage a team of circa 15 people
  • Manage operational budget planning process for the Operations Teams
  • Provide day to day insight into performance levels across areas
  • Own the Operational Planning Strategic Roadmap to ensure we achieve best in class service, driving automation and best practice, Drive the teams to develop the teams skill set to adhere to the strategic roadmap
  • Overall responsibility for the MI development, Tactical delivery and Business Plans to ensure they are best fit for the business, overseeing priorities where we have conflicting requirements
  • Build and maintain relationships with stakeholders across the business, liaise with heads, SDMs, team leaders, operatives and third parties to gather information and resolve issues
  • Support the company in achieving its customer, service and financial objectives
  • Lead, manage, motivate and develop employees at all levels in a manner that is consistent with the company's policies and procedures including the Partnership Agreement, to maximise their potential, their engagement and their contribution to the business
  • Develop a wide knowledge of the GI Insurance business and use it to integrate different data streams to provide added insight to your audience and increase visibility of the overall performance of the organization
  • Actively participate in the achievement of the Operational Planning mission statement: 'Foster an efficient environment where engaged people deliver superior service’

Skills required

Forecasting techniques

  • Be able to 'manual' forecast (using advanced excel and Erlang models); the ability to model forecasts derived from historic data and statistics generated from disparate operating platforms (WFM, ACD, CRM etc) is essential

Customer Contact Channels

  • Understanding of load balancing and blending of contact center resource across front and back office business functions

Technology / Systems

  • An expert in Contact Centre technologies e.g. IEX, QMAX, CMS, Avaya, EG, Call routing, ACD functionality, reporting etc with main focus on EG

Communication

  • Effective, concise and professional communication and presentation skills. Ability to tailor complex information to the appropriate level for an audience in order to gain buy in to proposals or concepts

Logical / methodical approach

  • Analytical and logical thinker with the ability to apply creative solutions to achieve a desired outcome

Customer Focus

  • Ensure that the customer journeys are understood and options are provided to the Contact Centre Management team to continually enhance the customer experience