Resource Planning Manager

Posted 9 August by Adecco UK Limited Ending soon
Key indicators of your success will be based on the achievement of internal and client SLAs and KPIs, the accuracy of intra-day and long-term resourcing and your decision-making ability, particularly during peak periods.
You will work closely with the Operations Managers to ensure that include

Planning resourcing and scheduling activities in alignment with forecasts to deliver SLAs and operational KPIs

Maintaining scheduling rules to maximise the usage of multi-channel agents across multiple queues

Managing a team of Real Time and Resource Planning Analysts, developing their skills and managing their performance and development

Ensuring that forecasting assumptions, staffing plans and workload requirements are accurate, appropriate and communicated effectively to the operational management team

Providing effective reports and analysis to enhance future operational performance

Actively assisting with staffing logistics including planning and co-ordination of recruitment, ensuring that the operation remains within policy, budget and headcount limits

Highlighting scheduling issues to Operations e.g. times affected, service level predictions and agent requirements

Negotiating offline activity addition and removal from schedules with Operations,
Training and Team Leaders

Communicating any schedule availability to Operations to allow this time to be used productively

Identifying and resolving overtime requirements

Ensuring that all policies and processes that relate to workforce optimisation are kept up-to-date and adhered to

To be successful in the role, you will ideally possess the following experience and skills:

Demonstrable experience in all aspects of workforce planning: forecasting, scheduling and real time management

Proven organisational and planning skills with the ability to deliver within tight deadlines

Experience of successfully managing the resourcing of a multi-channel operation

People management skills with the ability to build and lead an effective team

Excellent knowledge of resource planning techniques and methodology

The ability to identify trends and to challenge any forecasting assumptions

Outstanding analytical skills and the ability to make effective operational insights

Highly proficient in Microsoft Excel with the ability to develop the Excel skills of your team

Advanced knowledge of workforce management tools, preferably QMax

Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

Application question

do you have experience using QMax?

Reference: 33037889

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