Resource Planning...
Manchester, Greater Manchester
Negotiable
How you will do it Support the design & development of standard planning models to support various business areas in delivery of performance targets. (Forecast models, Capacity Plans, Recruitment Plans, and Planning Packs etc.) To capture and understand the needs of internal/external departments for all aspects of forecasting, planning, resourcing, systems configuration and insight Reporting. Continually seek ways to improve supply and demand wastage through challenge and innovation and provide recommendations to the senior leadership team. Create accurate analytical and predictive models and effectively present them in readable format using visualisation methods. Create new reports which combine and summarise data from multiple sources to generate meaningful information, knowledge and insight. Creation and accountability of monthly, weekly, daily and interval level forecasting for all Front & Back Office Departments, ensuring variances are within tolerance. Empowering other roles to create their own analysis and reporting using available data and reporting tools - automation is a must. Creation and accountability for accurate headcount and recruitment planning for Field and Contact Centre Resource. Actively challenging the processes and techniques governing the work flow between forecasting, modelling and demand management by identifying areas for improvement based on market leading and proven methodology, communicating recommended resolutions and implementing these. Influence and guide senior managers across the business to assist with delivery and performance through detailed analysis and reporting. Maximise the use of workforce management tool to ensure that effective resource plans are developed. Define and document all relevant processes. The incumbent is expected to remain abreast of industry developments to ensure R&P capability remains aligned. Share best practise knowledge, support the development and deliver training within own area of subject matter expertise. Provide detailed analysis for "what if" scenarios. Manage the process and provide impact assessment of business changes. What we look for At least 3 years Contact Centre Planning & Forecasting experience. Must have experience of workforce management systems (ASPECT accredited user preferred) Full understanding and knowledge of end to end resource planning cycle incorporating Forecasting & Planning, Scheduling, Service Delivery and Management Information Change management capability Detailed knowledge of Telephony systems (Avaya) Field planning experience Familiarity of contact centre metrics and ability to adapt to market changes. Demonstrable knowledge of data spanning the following: ACD, IVR, WFM, Customer Satisfaction, Quality Monitoring, Excellent written and verbal communication skills Advanced excel skill (including VBA) Ability to translate complex data into management information Ideas orientated - analytical and intuitive and forms/conceives or resolves before acting Creative - can inspire, imaginative and inventive bringing new ides to the business Innovative - introduces or implements what is new or revolutionary Challenges the status quo in order to create continuous improvements Ability to negotiate and influence Accountable for own workload and is able to work using own initiative Aims to exceed expectations
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