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Resource Planning Manager
Recruiter
Careerpath Consulting
Location
in Yorkshire , North
Salary: 50k - 60k with excellent benefits
Reference: RPM/YORKS
Role Purpose
Reporting to the Head of Capacity & Resource Management, this role will be responsible for leading the Resource Planning Team to ensure Contact Centre resource is planned efficiently and as cost effectively as possible, without compromising quality, employee engagement or customer loyalty.
Key Deliverables:
Leadership of the Resource Planning Team,comprising of 4 Direct Reports and 40 FTE;geographically split in specialist Resource Planning roles.
Ensure the Target Operating Model is exploited in terms of delivering telephony performance through World Class Planning & Scheduling, whilst under pinning a low cost operating model.
Continue the design & development of operational planning models to support a multi-site, & multi-skilled operation, to ensure maximum operational/commercial efficiencies are maintained.
To engage senior operational managers on planning & scheduling strategies & developments, building effective working relationships, gaining stakeholder buy-in & support.
Design, production & implementation of shift patterns & agent schedules that acknowledge the requirements of the business & our contractual obligations to our staff.
Lead, recruit, motivate and develop staff in order to enhance performance delivery, meet contractual obligations and maximise staff retention.
Key Responsibilities:
Ultimate responsibility for day-to-day performance of call centre, from a forecasting, resourcing and scheduling perspective.
Ultimate operational responsibility for ensuring that performance is optimised and that the balance of customer experience v employee experience is managed.
Responsible for alerting Heads of and/or Directors when/if performance issues arise with associates or team leaders & to supply supporting data.
Build strong relationships, influence and respect with all functions across the group particularly those areas responsible for driving or generating demand.
Have the ability to identify trends & be able to alter behaviour & resource to counteract under performance whilst constantly driving a cost effective model.
Develop self in order to maximise personal contribution to the job.
To carry out any other duties that may impact upon the main duties and responsibilities of this role.
Ensure all FSA, governance, legal, compliance & risk standards are met and processes in place to protect the business.
Skills & Abilities Required:
Experienced in large scale process & change management,ideally within a call centre environment.
First Class communication and influencing skills.
Able to communicate with Managers at all levels and have the ability to present issues/opportunities in a clear and concise manner, via the most appropriate media.
Must be able to work within a team (virtual or internal),understanding own and other’s contributions – and respecting other’s views/opinions.
Management of multiple business stakeholders and internal customers, i.e. Joint Ventures with ability to deliver through others without direct chain of command.
Ability to think outside the box & be creative with ideas to improve efficiency & solve complex problems.
Experience:
Exposure to Senior Management, proven experience of gaining buy-in to strategies & propositions.
Strong commercial awareness & proven track record of delivering bottom line performance.
Extensive People Management and multi-functional team leadership
Resource Planning – Extensive experience required in Resource Planning & Contact Centre operations across multi site/channel/skill types.
Scope Of Role:
Technical Knowledge: An excellent understanding of Contact Centre & Telephony Technology is required.
People Management:This role has responsibility for 4 direct reports and 40 indirect reports.
Financial Management.This role has budgetary accountability for the 1.5 million per annum.
Reporting to the Head of Capacity & Resource Management, this role will be responsible for leading the Resource Planning Team to ensure Contact Centre resource is planned efficiently and as cost effectively as possible, without compromising quality, employee engagement or customer loyalty.
Key Deliverables:
Leadership of the Resource Planning Team,comprising of 4 Direct Reports and 40 FTE;geographically split in specialist Resource Planning roles.
Ensure the Target Operating Model is exploited in terms of delivering telephony performance through World Class Planning & Scheduling, whilst under pinning a low cost operating model.
Continue the design & development of operational planning models to support a multi-site, & multi-skilled operation, to ensure maximum operational/commercial efficiencies are maintained.
To engage senior operational managers on planning & scheduling strategies & developments, building effective working relationships, gaining stakeholder buy-in & support.
Design, production & implementation of shift patterns & agent schedules that acknowledge the requirements of the business & our contractual obligations to our staff.
Lead, recruit, motivate and develop staff in order to enhance performance delivery, meet contractual obligations and maximise staff retention.
Key Responsibilities:
Ultimate responsibility for day-to-day performance of call centre, from a forecasting, resourcing and scheduling perspective.
Ultimate operational responsibility for ensuring that performance is optimised and that the balance of customer experience v employee experience is managed.
Responsible for alerting Heads of and/or Directors when/if performance issues arise with associates or team leaders & to supply supporting data.
Build strong relationships, influence and respect with all functions across the group particularly those areas responsible for driving or generating demand.
Have the ability to identify trends & be able to alter behaviour & resource to counteract under performance whilst constantly driving a cost effective model.
Develop self in order to maximise personal contribution to the job.
To carry out any other duties that may impact upon the main duties and responsibilities of this role.
Ensure all FSA, governance, legal, compliance & risk standards are met and processes in place to protect the business.
Skills & Abilities Required:
Experienced in large scale process & change management,ideally within a call centre environment.
First Class communication and influencing skills.
Able to communicate with Managers at all levels and have the ability to present issues/opportunities in a clear and concise manner, via the most appropriate media.
Must be able to work within a team (virtual or internal),understanding own and other’s contributions – and respecting other’s views/opinions.
Management of multiple business stakeholders and internal customers, i.e. Joint Ventures with ability to deliver through others without direct chain of command.
Ability to think outside the box & be creative with ideas to improve efficiency & solve complex problems.
Experience:
Exposure to Senior Management, proven experience of gaining buy-in to strategies & propositions.
Strong commercial awareness & proven track record of delivering bottom line performance.
Extensive People Management and multi-functional team leadership
Resource Planning – Extensive experience required in Resource Planning & Contact Centre operations across multi site/channel/skill types.
Scope Of Role:
Technical Knowledge: An excellent understanding of Contact Centre & Telephony Technology is required.
People Management:This role has responsibility for 4 direct reports and 40 indirect reports.
Financial Management.This role has budgetary accountability for the 1.5 million per annum.
Recruiter:Careerpath Consulting
Website: http://careerpathconsulting.co.uk
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Published at 26-08-2008
Viewed: 1026 times
Viewed: 1026 times
