Head of Resource Planning

THE ROLE

To manage the forecasting and planning department.

Preparing forecasts and schedules for all inbound activity within a busy environment - currently circa 220 FTE but with plans to significantly grow inbound activity.

The jobholder will be a professional individual who is experienced in a resource planning role and has a proven track record of resource optimisation in a contact centre or similar environment, a person who has excellent interpersonal and communication skills and is able to demonstrate an assertive personality, strong influencing skills and a pragmatic approach.

KEY RESPONSIBILITIES

• To build and develop a Resource Planning Function that takes our RP function from good to great. To develop a team of resource planners and be responsible for each individuals performance and progression.
• Accurately forecasting all inbound activity taking into account any business/seasonal changes and make appropriate resource plans for expected changes in profile and workloads.
• Proactively generate initiatives, which will add business improvement in terms of resourcing solutions and benefit the business, the operational personnel and LBM’s clients.
• Use a planning tool to optimise the times when off phone activity occurs (such as training, coaching, briefing etc) along with tracking FTE requirements against forecast volumes for all areas and suggest recruitment plans.
• Monitoring & proposing effective shift patterns to match business requirements, optimising performance of all operations whilst maximising advisor satisfaction by providing flexible options.
• Communicating daily with Operational Managers analysing previous day’s performance and making recommendations to tactically improve resource utilisation for the short term.
• Delivering effective & accurate reports detailing key performance indicators relating to workforce and shift performance, analysing performance, trends and customer contact behaviours.
• Establish a strategy that aligns the provision of software development with long-term business objectives.
• Produce and analyse regular management information to support or inform business decision-making and ensure KPI's are met.
• Supporting the bid/sales teams in resource planning activities for potential business to LBM.
• Involvement in client meetings to discuss resourcing issues, and to provide value add solutions that are win-win for LBM and our clients.
• Manage changes, risks and issues

TECHNICALSKILLS

• Strong knowledge of workforce management applications
• May have experience of OOAD/OOP (Object-Orientated Analysis and Design/Object Orientated Programming) tools and methodologies

 ESSENTIAL EXPERIENCE

• Experience in resource planning
• Strong knowledge of service level dynamics and impact of staff movement on key performance measures in the contact centre.
• Demonstrable experience of contact centre forecasting and capacity planning
• Strong performance management/performance development.
• Very strong relationship management, negotiation, communication & interpersonal skills. Strong written and verbal communication skills (including presentation skills)
• Ability to present written information in a clear and concise manner
• Strong IT skills including MS Office, MS Project
• Experience in a client facing role where interaction with external business partners has been integral to success.
• An understanding of business processes

PERSONAL ATTRIBUTES

• Ability to share knowledge and expertise.
• Deliver results
• Strong leadership and people management skills
• Project/Change Management skills
• Understand customer and market trends.
• Excellent oral, written and interpersonal communication skills

PACKAGE

25 days holiday plus bank holidays

Onsite parking

Onsite canteen

Healthcare cover after 12 months

Car or car allowance - This role requires travel between our North West sites & Belfast site.