This job ad has been posted over 40 days ago...
596
Views
1applicant
Resource Planning Manager
Recruiter
Careerpath Consulting
Location
in North West England , North West
Salary: 27,800 - 34,300 depending on experience
Reference: RPM/NW
Resource Planning Manager
Description: A background of 5 years of strong contact centre resource planning. An excellent understanding of contact centre dynamics and operations. Previous experience of large-scale capacity planning, forecasting and planning over a rolling 8-month period. Experience of managing a resource planning team, which plans for a centre of 800+ FTE Prior experience of a workforce management system is essential, specifically- use of eWFM will be beneficial. Challenging the status quo, and making recommendations for change. Deliverables: Delivery of centre service level performance. Achieving staffing efficiency through improved resourcing strategies. Maintaining the capacity plan to interface to the budget process, and resourcing (recruitment) process. Forecasting of workload and people requirements, to an accuracy of within 5% per day. Ensuring that resources planning best practises/solutions/initiatives are applied from within the community and also externally from the market place. Responsibilities: Develop and coach the resource planning team and individuals to improve the team's and their capability, performance to meet business objectives. Ensure that all of the disparate components of resource planning operate seamlessly, with each member of the team understanding their contribution and impacts on the other team members. Develop the technical capability of the team and individuals in the core resource planning functions. Implementing industry best practise techniques and processes.Ensuring that all members of the team have an appropriate understanding of Contact Centre dynamics, as a foundation stone to carrying out the following functions: Forecasting Ensuring that the business drivers of each call type are thoroughly understood, including linkages to other parts of the business, and that processes are in place to ensure that these interdependencies are managed. Ensuring that appropriate levels of attention are given to each call type. Forecasting is carried out for all contacts, inbound and outbound, average handling time, and numbers of people required to action workload. Ensuring that appropriate forecasting techniques are used, such as statistical regression analysis and monitored stimulus based forecasting. Maintaining internal relationships, and interfacing with support and business functions, internal clients, and Internal Change Programmes
• Support areas:
• Internal clients
• Business areas o Scheduling and Rostering. Ensuring that a balance exists between business and people requirements in the shifts used by the business. Ensuring that as much flexibility is built into the schedule plan as possible to ensure that periods of workload peak and trough are managed without performance dip, or overstaffing. Application, where possible, of innovative shift patterns, optimising full time, and part time, ratio of staff. Ensure that holiday, and other off-line time is planned without impact on the centre's performance. Ensuring that the labour intensive administration is carried out to the optimal degree of accuracy and timeliness. Also, that this function is automated where ever possible, and that unnecessary duplication of databases, and multiple handling of admin updates avoided. Monitoring. Live minute by minute, intra-day proactive management of service level performance, through monitoring of call flows and advisor availability through proactive use of technology, available and prioritised skills.This function optimises the contact centre performance each day. Learning and change analysis. Through understanding of the business drivers, contact centre dynamics, and a thorough knowledge of FTE requirement calculation, change is anticipated and impacts forecasted. This provision allows resources to be deployed appropriately, or the operations manager to be advised of negative, or unplanned impacts, preventing unnecessary customer impact, such as a dip in service levels. Capacity planning. FTE requirements by skill and shift over 18 months/5 year plan.Ensuring that baseline volumes, weekly and seasonal trends are incorporated.Also, that known plans for customer base movements, new sales activity, and other additional activity is built into the plan. That the capacity plan tracking process is closely linked with the budget tracking process. Input to the on-boarding process Numbers of FTE required Skills required Shifts required
Description: A background of 5 years of strong contact centre resource planning. An excellent understanding of contact centre dynamics and operations. Previous experience of large-scale capacity planning, forecasting and planning over a rolling 8-month period. Experience of managing a resource planning team, which plans for a centre of 800+ FTE Prior experience of a workforce management system is essential, specifically- use of eWFM will be beneficial. Challenging the status quo, and making recommendations for change. Deliverables: Delivery of centre service level performance. Achieving staffing efficiency through improved resourcing strategies. Maintaining the capacity plan to interface to the budget process, and resourcing (recruitment) process. Forecasting of workload and people requirements, to an accuracy of within 5% per day. Ensuring that resources planning best practises/solutions/initiatives are applied from within the community and also externally from the market place. Responsibilities: Develop and coach the resource planning team and individuals to improve the team's and their capability, performance to meet business objectives. Ensure that all of the disparate components of resource planning operate seamlessly, with each member of the team understanding their contribution and impacts on the other team members. Develop the technical capability of the team and individuals in the core resource planning functions. Implementing industry best practise techniques and processes.Ensuring that all members of the team have an appropriate understanding of Contact Centre dynamics, as a foundation stone to carrying out the following functions: Forecasting Ensuring that the business drivers of each call type are thoroughly understood, including linkages to other parts of the business, and that processes are in place to ensure that these interdependencies are managed. Ensuring that appropriate levels of attention are given to each call type. Forecasting is carried out for all contacts, inbound and outbound, average handling time, and numbers of people required to action workload. Ensuring that appropriate forecasting techniques are used, such as statistical regression analysis and monitored stimulus based forecasting. Maintaining internal relationships, and interfacing with support and business functions, internal clients, and Internal Change Programmes
• Support areas:
• Internal clients
• Business areas o Scheduling and Rostering. Ensuring that a balance exists between business and people requirements in the shifts used by the business. Ensuring that as much flexibility is built into the schedule plan as possible to ensure that periods of workload peak and trough are managed without performance dip, or overstaffing. Application, where possible, of innovative shift patterns, optimising full time, and part time, ratio of staff. Ensure that holiday, and other off-line time is planned without impact on the centre's performance. Ensuring that the labour intensive administration is carried out to the optimal degree of accuracy and timeliness. Also, that this function is automated where ever possible, and that unnecessary duplication of databases, and multiple handling of admin updates avoided. Monitoring. Live minute by minute, intra-day proactive management of service level performance, through monitoring of call flows and advisor availability through proactive use of technology, available and prioritised skills.This function optimises the contact centre performance each day. Learning and change analysis. Through understanding of the business drivers, contact centre dynamics, and a thorough knowledge of FTE requirement calculation, change is anticipated and impacts forecasted. This provision allows resources to be deployed appropriately, or the operations manager to be advised of negative, or unplanned impacts, preventing unnecessary customer impact, such as a dip in service levels. Capacity planning. FTE requirements by skill and shift over 18 months/5 year plan.Ensuring that baseline volumes, weekly and seasonal trends are incorporated.Also, that known plans for customer base movements, new sales activity, and other additional activity is built into the plan. That the capacity plan tracking process is closely linked with the budget tracking process. Input to the on-boarding process Numbers of FTE required Skills required Shifts required
Recruiter:Careerpath Consulting
Website: http://www.careerpathconsulting.co.uk
Fill in the form below to apply for this job
Published at 13-03-2008
Viewed: 596 times
Viewed: 596 times
