Resource Planning Manager

Economy Energy Trading Limited
10 Oct 2017
29 Oct 2017
Contract Type
Full Time

The Role
As a member of our Customer Service management team, you will take ownership of the strategy, development and long-term success of the Resource Planning team. Planning the effective utilisation of the Customer Service workforce carrying out forecasting, scheduling and real-time analysis.

You will provide support to the Director, Head of department and team managers by administering the planning and forecasting information systems.

Key responsibilities and features
You will be responsible for the following duties: -

  • Determine and communicate staff capacity and roster requirements;
  • Ensure recommendations to best use staff to achieve KPIs, targets and mandates are provided to the business;
  • Ensure appropriate level of training/catch-up hours are available;
  • Manage impact from mailings;
  • Utilise Activity Based Costing information into short term forecasts;
  • Managing and developing your own team of Resource Planning Analysts;
  • Budget modelling responsibility for the contact centre;
  • Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts;
  • Strategy development for changes in customer demand and expectations over the longer term;
  • Identification and implementation of new technology for planning, including the use, development or procurement of effective workforce management software (WFM) and or other in-house systems;
  • Provide administrative assistance and marketing direction to the Sales Director, Sales Managers and Sales Analyst and Coordinator, producing letters, memos, reports, spreadsheets, filing; and general administration for the sales department;
  • Record/input sales releases, cancellations, exchanges, inconsistencies and daily sales rates for an array of third party sales managers;
  • Produce weekly and monthly reports for regional management team, Group and Independent Financial Advisers within required deadlines;
  • Produce a monthly board report spreadsheet and typed report;
  • Produce and collate all relevant information for inclusion in the Board Report;
  • Take telephone enquiries from prospective customers regarding both forthcoming and existing sites, creating a database for future use;
  • Liaise with sales consultants and ensure they receive relevant copies of letters, price lists, memo?s, reports and standard forms by fax, post, or email on a regular basis;
  • At all times comply with company policies, procedures and instructions;
  • Contribute to improving the business and enhancing the reputation of the company by putting forward new ideas and by implementing change when requested to do so.

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