Resourcing Planning and Process Improvement Manager

Resourcing/Workforce Planner and Improvement Manager

I am currently working with a fantastic Utility company who are looking for an experienced Resource Planner and Process Improvement manager.

You will be responsible for all aspects of reporting and analysis and be accountable for the operational management of Call Centre. You will play a key part in process improvement by reviewing each departments processes and look to make recommendations for improvement. You will ideally have experience within projects and WFM systems.

Reporting directly to the Operations Manager, I am looking for a Planning and Forecasting Analyst/Manager to primarily provide a strategic and tactical planning/resourcing capability within the Customer Service Department for my client.

This role will hold responsibility for: Resourcing/Workforce Planner and Improvement Manager

• Working with other department managers to develop and record monthly reporting activity for the function ensuring timely production of reports and alignment with key meeting deadlines
• Create a tracking and measurement system to ensure progress is monitored and reviewed against the strategy, operational plans and achievements of KPI’s
• Developing and implementing a planning, scheduling and reporting control capability for the Customer Experience area
• Develop the workforce planning capability to produce resource plans and shift patters across the area, whilst managing KPI/SLA's and control the sites overtime budget.
• To create new processes within the department to ensure a consistent approach is maintained across all areas of the business.
• To review all current processes and recommend changes within departments

Skills / Experience Required

• Experience of working in a operational role in a Contact Centre environment
• Able to work flexibly and under pressure in a fast-paced, dynamic environment
• Strong Excel skills, including Pivot Tables and V-lookups
• Good understanding and extensive experience of performance management and implementing/delivering high performance across multiple departments
• Strong financial management, with experience of planning of financial budgets
• Ability to produce, analyse and interpret large sets of data and produce relevant MI reports.
• Strong presentation skills, with experience of process improvement.

Hours of work will be between 8am and 6pm with some flexibility required to work occasional late shift to 8pm to understand operational requirements, and a Saturday from time to time. There may be some flexibility to work from home once you have established understanding of the role.

Fresh modern call centre, free tea/coffee, pool table, lounge area and other benefits such as pension and career progression.