Job Ref: DJMA1247
Job Title: Resource Planning Manager Forecasting/ Scheduling Manager
Salary: to £33 - 46,000 base, dependant on candidate, car allowance £5000, bonus up to 20% bens.
Location: North East
This is an opportunity to join a blue chip business working to achieve a first class service provision. The role will be working within the Resource Planning team. Leading a team of Schedulers and forecasters, the role will be reporting to the Head of Resource Planning. The role will require a senior planning professional and experience manager within a multi channel contact centre environment. Working closely with the operation, leading your team through key deliverables including Shift Design, Peak-Period Planning and ongoing R&R activity. The role requires strategic direction and a high level of knowledge around Planning and Scheduling processes and procedures.
Duties will include:
To build and deliver appropriate shifts and rotations to balance the demands of:
Customers- service level delivery and call demand patterns
Staff- attractive schedules that support work/life balance
Business- cost effectiveness and efficiency
Scheduling Managers focus on the shift design and constraints of specific geographical communities within the broad Unified CS on and offshore ‘family’. Their role is people orientated and equally balanced between staff focus and that of our customers. Scheduling Managers are accountable for interpreting the Operational Plan into Schedules and Rosters for individual CSR staff.
They will be expected to perform their duties across the scope of all lines of business where frontline activity.
The team of schedulers are responsible for the end-to-end scheduling and system maintenance process to ensure all employee records are kept up to date in the Resource Planning Systems.
Some of the responsibilities will include:
Line management of Schedulers (their growth, development and performance) escalating issues as required. Coach them on the use of workforce management tools to produce schedules that meet the needs of the business and take into consideration preferences of individual CSR’s.
Provide all Contact Centres with the agreed manpower planning schedules, ensuring that these are both accurate and within given timescales. Develop schedules to populate the 13 week rolling Operational Plan making sure resource utilisation is optimised whilst allowing for sufficient training, refresher training, CRM stakeholder involvement, communication/meetings, etc., to support knowledge and skills improvements as well as career and personal advancement of employees.
Monitor the number of leavers and forward planning of recruitment/re-skilling against given budgets, highlighting variances and trends to the Resource Planner & Head of Resource Planning. Use the WFM software to create ‘what-if’ schedules to illustrate the impact of shift design, adherence to schedule, proposed activity or policy changes to service delivery and cost to serve.
Constantly review, and provide audit reports, on the core elements of resource optimisation i.e. track the alignment variance of schedule fit (how well the resource curve matches the demand curve for a specific line of business), intraday schedule adherence (how well the intraday resource curve matches the intraday demand curve and how well line management enabled resource on the day to adhere to plan).
Ensure that all hotspots are identified at an early stage and recommend action on how to address them to Real-Time Managers and Head of Real-Time Management
Instruct teams of Schedulers to use WFM software to review real-time information, monitor exceptions & take action to mitigate potential risk to service levels.
Build a close working relationship with Real-Time Managers to ensure site based teams have real-time access to WFM to view online changes and are empowered to work on mobilising actions/contingencies necessary in the operation i.e. breaks and overtime required.
The role holder provides insight through analysis and evaluation to enable others to make decisions about recruitment, ramp plans, re-skill and re-group activity across all customer facing entities on and offshore.
Candidates will require:
Substantial operational experience within a Call Centre and/or Resource Management operation in a similar position.
Ability to demonstrate results to reflect both quality delivery as well as the ability to plan for and accommodate high and sometimes inconsistent volumes of calls.
Good understanding of call centre statistics and systems
Working knowledge, at a detailed level, of a workforce management application (Aspect eWFM, Genesys, Blue Pumpkin, Shift-track, IEX Total View etc).WFM solutions.
For more information or to apply for this role, please contact: or telephone to speak to a consultant now on: 0845 6209720. Visit us at: .
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.
Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.
Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment