Job summary: Working in the central Resource and Planning Department supporting Field Operations in optimising engineer resource to ensure we have the right engineers in the right place with the right skills to manage Customer demand and expectations.
To have full knowledge and understanding of Intraday Management in the Customer Service centre and be able to provide support in optimising resource across departments, monitoring real time call and work volumes and maintaining service levels across all departments.
Key contacts include:
Internal - Field Ops Management Team, CSC Management Team, Branch Management Teams, Advisors, Engineers, Telecoms, IT.
External - Suppliers and Customers
Support the design and development of Engineer shifts ensuring they meet the demand of the Customer, needs of the business and Working Time Regulations
Good stakeholder management skills and ability to play key role in projects
Manage work queues in relation to shifts ensuring all actions are completed accurately and within agreed timescales.
Report to the business on adherence to schedules, highlighting risks and opportunities.
Ensure all Engineer Time is recorded accurately on all systems.
Manage the holiday booking process accurately - work pro-actively with the Field to optimise the annual allowance and remove any risks to the Operations. Produce regular reports to Field Ops managers highlighting risks and opportunities.
Maintain the Engineer list ensuring all changes are processed in an accurate and timely manner.
Pro-actively plan and take ownership of identifying any resource gap issues before they occur making the planning process much smoother and efficient.
Help identify opportunities to improve planning and forecasting processes to optimise performance.
Variance reporting to stakeholders, to enable them to make timely decisions about planned off line activities and outages.
Build strong trusting relationships with Engineers and FLM's and work in partnership in order to deliver excellent Customer Service.
Produce weekly availability reports in a timely and accurate manner to support decisions in the weekly meetings.
Attend meetings as and when required
Ad hoc tasks to support the business
Must be able to work evenings and weekends, variable schedule(s) and overtime as necessary
Support the contact Intraday Management in all key skills as and when required.
Ability to influence and persuade other people without direct authority.
Logical, analytical thinker with attention to detail & the ability to identify trends in service level performance.
Ability to identify the best course of remedial action to support service delivery.
Ability to multi-task in a high pressure environment and stay calm.
Functional / Technical Skills
Drive for Results
Integrity and Trust
Knowledge and Experience
Expert knowledge of MS Office package, with an emphasis placed on Excel.
Previous Contact Centre or Field Resource Planning Experience is highly desirable for the role.
Experience of working within a goal driven environment.
Previous experience of Real Time analysis.
Experience and knowledge of working with telephony systems (Avaya) and Workforce Managements Systems (Aspect) is preferred
Resource Planning knowledge and principles.