Planning and Resource Manager

Location
London (Central), London (Greater)
Salary
£30,000 - £35,000 per annum
Posted
04 Sep 2018
Closes
17 Sep 2018
Ref
NTXEY341245
Sectors
Public Sector
Contract Type
Permanent
Hours
Full Time

Planning and Resource Manager

London (Westminster)

£30,000 - £35,000 per annum

Permanent, Full Time

CityWest Homes Services (part of the CityWest Homes Group) is an award winning property services provider based in London, and one of the Sunday Times Top 100 Best Companies to Work For. As Westminster’s leading housing management company, we manage over 21,000 homes, a mix of leasehold and social housing.

The Planning & Resource Manager will be responsible for providing strategic, operational  resource planning, forecasting and management information (MI) to the contact centre management in order to achieve the agreed service level performance.

The role will compile current/future staffing requirements to ensure the appropriate allocation of resources within designated operational areas, helping to drive efficiency and ensure that the services provided to our residents are delivered to the highest possible standards. The Planning Manager acts as the reporting lead responsible for compiling and developing the suite of reports required for the business, and will provide regular communications to residents, and staff on CityWest Connects performance.

The role will also drive enhancements associated with the digitization of services (chatbot, call routing, webchat, mail), to agreed service levels and support the wider management team with real time adherence monitoring.

We would like to hear from candidates with experience in a forecasting/scheduling role within a contact centre environment who can demonstrate a good understanding of business drivers and the process of creating accurate demand forecast. You will be working directly with team managers to advise on resourcing and staffing issues through your reporting so it is essential that you are a confident communicator with excellent IT skills, particularly in information management. You will ideally have come from a housing background. We are looking for an individual that is proactive, passionate and willing to go the extra mile.

Closing date: 17th September 2018

Interview date: 25th September 2018

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