Resource Planning Manager
- Recruiter
- Confidential
- Location
- Exeter
- Salary
- 39104.00 - 42295.00 GBP Annual
- Posted
- 29 Apr 2021
- Closes
- 26 May 2021
- Sectors
- Construction & Skilled Trades, Planning
- Contract Type
- Permanent
- Hours
- Full Time
Seetec Pluss is one of the UK's leading providers of employability and health services, supporting thousands of people to move into employment each year.
As an organisation we are recruiting for a number of Employability contracts to support the unemployment back to work. This job will play a key role in contributing to the UK's economic recovery, 'Restart' which is a cornerstone of the Governments 'Plan for Jobs' strategy and the existing expansion to the Work and Health Programme (WHP_JETS). The role will be supporting individuals who have been in long- term unemployment or those affected because of the devastating economic impact of Covid-19. We will address the barriers to gaining new employment with tailored support for each individual to achieve and sustain good work, including supported job search, re-training for a different sector and restoring self-confidence for work.
We are currently recruiting for talented Workforce Management Analyst to join our team. You will be responsible for delivering optimum operational performance of the strategic customer service centre and support functions by way of forecast modelling, capacity planning, collaboration and effective communication, ensuring alignment with contractual expectations. This position is responsible for long and short-term incident volume forecasts and providing leadership with risk mitigation plans. In addition, supporting a continuous improvement agenda that ensures operational process is reviewed for optimum efficiency and customer experience.
Join us and be proud to help our communities and be part of the recovery ensuring no one is left behind
Key Responsibilities
* Develop the workforce planning capability of an emerging customer contact centre.
* Develop and maintain the resourcing and schedule requirements of the contact centre.
* Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision-making.
* Create a tracking and measurement system to ensure progress is monitored and reviewed against the achievement of KPI's.
* Develop and implement a planning, scheduling and reporting control capability for the newly emerging Customer Experience area.
* Support the contact centre leadership team through the recommendation of staffing adjustments to ensure critical KPIs are achieved.
* To create new processes within the department to ensure a consistent approach is maintained across all areas of the business.
* Play a key part in process improvement by reviewing each departments processes and look to make recommendations for improvement.
* Prepare contact centre operational reports for headcount, budget, and capacity planning purposes to inform the senior leadership team of performance and future outlook with recommendations for change as required.
Skills and Experience
Essential
* Proven track record of working within the WFM arena. Solid experience of Contact Centre scheduling with proven experience of demand planning and analysis in a contact centre environment.
* Advance knowledge of call centre terminology and technology, including previous experience in data mining from ACD, WFM and CRM platforms
* Ability to produce, analyse and interpret data and produce relevant MI reports.
* Ability to create and manipulate spreadsheets with advanced formula application and database software (Advanced Excel and Access) experience required
Desirable
* Strong working knowledge of Microsoft Office applications preferred
Additional Information
Salary: GBP39,104 - GBP42,295 per annum (dependent on experience)
Location: South West
Hours: 37 hrs (full time) 8.30am- 5.00pm Monday -Thursday, Friday 8.30am -4.30pm
Closing Date: 16th March 2022 (Rolling campaign due to high volume of activity)
Benefits: 25 days annual leave + bank holidays + Birthday day off, Pension, Competitive Salary, optional discounted Medical and Health Cash Plans, Employee Assistance Programme, Cycle to work scheme, Eye care scheme, Access to wide range of local and national discounts.
In light of Covid-19 Interviews will be undertaken via Microsoft Teams. Following recent developments from COVID 19 you may see a delay in receiving feedback or interviews being scheduled.
Unfortunately, we have no control over time restraints and will be in touch as soon as possible.
Please Note: We are currently bidding for number of government contracts which are due to be announced April 2021.
Seetec Pluss is committed to safeguarding and promoting the welfare of young people and vulnerable adults and expects all staff to share and uphold this commitment in conjunction with the requirements of the Prevent Duty and the positive promotion of modern British values.
Dependent on the role applying to you may be required to process a Disclosure and Barring Service (DBS/DS) check. Seetec Pluss support the recruitment of ex- offenders and will not discriminate in anyway. Our full policy statement of "Ex-Offenders" can be found on our website under" About us"
Seetec Pluss is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity
As an organisation we are recruiting for a number of Employability contracts to support the unemployment back to work. This job will play a key role in contributing to the UK's economic recovery, 'Restart' which is a cornerstone of the Governments 'Plan for Jobs' strategy and the existing expansion to the Work and Health Programme (WHP_JETS). The role will be supporting individuals who have been in long- term unemployment or those affected because of the devastating economic impact of Covid-19. We will address the barriers to gaining new employment with tailored support for each individual to achieve and sustain good work, including supported job search, re-training for a different sector and restoring self-confidence for work.
We are currently recruiting for talented Workforce Management Analyst to join our team. You will be responsible for delivering optimum operational performance of the strategic customer service centre and support functions by way of forecast modelling, capacity planning, collaboration and effective communication, ensuring alignment with contractual expectations. This position is responsible for long and short-term incident volume forecasts and providing leadership with risk mitigation plans. In addition, supporting a continuous improvement agenda that ensures operational process is reviewed for optimum efficiency and customer experience.
Join us and be proud to help our communities and be part of the recovery ensuring no one is left behind
Key Responsibilities
* Develop the workforce planning capability of an emerging customer contact centre.
* Develop and maintain the resourcing and schedule requirements of the contact centre.
* Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision-making.
* Create a tracking and measurement system to ensure progress is monitored and reviewed against the achievement of KPI's.
* Develop and implement a planning, scheduling and reporting control capability for the newly emerging Customer Experience area.
* Support the contact centre leadership team through the recommendation of staffing adjustments to ensure critical KPIs are achieved.
* To create new processes within the department to ensure a consistent approach is maintained across all areas of the business.
* Play a key part in process improvement by reviewing each departments processes and look to make recommendations for improvement.
* Prepare contact centre operational reports for headcount, budget, and capacity planning purposes to inform the senior leadership team of performance and future outlook with recommendations for change as required.
Skills and Experience
Essential
* Proven track record of working within the WFM arena. Solid experience of Contact Centre scheduling with proven experience of demand planning and analysis in a contact centre environment.
* Advance knowledge of call centre terminology and technology, including previous experience in data mining from ACD, WFM and CRM platforms
* Ability to produce, analyse and interpret data and produce relevant MI reports.
* Ability to create and manipulate spreadsheets with advanced formula application and database software (Advanced Excel and Access) experience required
Desirable
* Strong working knowledge of Microsoft Office applications preferred
Additional Information
Salary: GBP39,104 - GBP42,295 per annum (dependent on experience)
Location: South West
Hours: 37 hrs (full time) 8.30am- 5.00pm Monday -Thursday, Friday 8.30am -4.30pm
Closing Date: 16th March 2022 (Rolling campaign due to high volume of activity)
Benefits: 25 days annual leave + bank holidays + Birthday day off, Pension, Competitive Salary, optional discounted Medical and Health Cash Plans, Employee Assistance Programme, Cycle to work scheme, Eye care scheme, Access to wide range of local and national discounts.
In light of Covid-19 Interviews will be undertaken via Microsoft Teams. Following recent developments from COVID 19 you may see a delay in receiving feedback or interviews being scheduled.
Unfortunately, we have no control over time restraints and will be in touch as soon as possible.
Please Note: We are currently bidding for number of government contracts which are due to be announced April 2021.
Seetec Pluss is committed to safeguarding and promoting the welfare of young people and vulnerable adults and expects all staff to share and uphold this commitment in conjunction with the requirements of the Prevent Duty and the positive promotion of modern British values.
Dependent on the role applying to you may be required to process a Disclosure and Barring Service (DBS/DS) check. Seetec Pluss support the recruitment of ex- offenders and will not discriminate in anyway. Our full policy statement of "Ex-Offenders" can be found on our website under" About us"
Seetec Pluss is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity