Full Job Description
Reporting to the Head of Workforce Management you will be responsible for heading up the Resource Planning function inside a key multi-disciplined organisation within our clients operational delivery model. The role ensures the proactive management and co-ordination of the function whether cross-site or centralised and ensures that a premium service is delivered which includes internal benchmarking, the sharing of Best Practice and ultimately industry leading innovation.
Purpose & Responsibilities
-Design, plan and implement a resource planning function for in order to deliver service requirements, commercial requirements, maximise revenue and optimise cost.
-Establish and develop effective partnerships with key internal personnel and senior client resource planning and operational contacts
-Establish a reputation for innovation and create a Test Lab environment to provide proof of concept and key learning`s on all new concepts
-Develop robust ideas and solutions which ensure continuous improvement
-Ensure that the performance management principles are endemic throughout the resource planning organisation, thus maximising performance
-Work closely with the Operations Director and the Business Manager Community to proactively develop the Resource Planning function and ensure operational support and endorsement of the quality and service benefits of the function
-Create a virtual team and through staff development ensure support and contingency for all key skills areas whilst establishing a robust career and succession plan within the team
-Monitor the delivery of all contractual service levels and KPI`s
-Collate data and analyse to provide insight and value through the identification of relationships between events and service performance impacts
-Take ownership of the weekly headcount call and ensure effective outputs from that meeting and the on-going sharing of best practice within the business operation
-Work with all stakeholders and service users to improve buy in and commitment to the on-going improvement of Resource Planning
-Tailor all communications and presentations to ensure hearts and minds are gained ensuring long term commitment and buy-in
-Take complete ownership of the Resource Planning Function
-To ensure that there is a clearly defined operating structure for Resource Planning and that the training requirements for the teams development are identified, delivered and met within agreed timeframes
-Establish and maintain internal service SLA`s for all levels of the resource planning function
-Effectively lead and develop direct reports and their staff by utilising first class coaching and management skills underpinned by the utilisation of all performance management tools available
-Continually work to inspire and motivate your direct reports and their staff
-Provide development opportunities when appropriate
-Implement new ideas and ways of working to achieve best practice across Operations whilst adhering to policies & procedures
-Proactively identify the need for change, overcome resistance and provide support to all levels where necessary
Ability | Experience | Skills
-Experience of managing the resource planning function for multi-site inbound and outbound volume operations
-Experience of working with off shore and near shore Pan European and EMEA servicing solutions
-In depth knowledge of contact centres and can demonstrate the ability to enhance overall performance
-Thorough understanding of industry resource planning initiatives and their positive influence in terms of operational effectiveness, is a member of appropriate Resource Planning Forums and other representative bodies
-Experience of implementing new initiatives in large organisations and managing change and continuous improvement to demonstrate the tangible benefits from an operational and organisational point of view
-Clear and concise communication and influencing skills at senior management level
-Excellent planning, organisational, and time management skills
-Ability to work under pressure in a fast paced environment and support operational requirements within short timescales
-Excellent understanding of relevant internal systems, software and company procedures etc.
-Ability to take ownership, implement, promote, imbed and continually improve the management and measurement of Resource Planning and Real Time adherence
-Ability to lead and develop a team of people across the company to ensure a cohesive and quality Resource Planning service
-Effective people manager who provides personal development for all levels of the team
-Experience of working with senior client representatives and of gaining trust and respect
-Ability to multi-task and work on own initiatives, as well as being able to delegate decision making where appropriate.
-Results focused and committed to high personal standards and a desire to achieve and develop both self and others
Whilst this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary. Firstsource Solutions BPO reserves the right to consider an employee`s performance record including any misconduct issues when appointing a candidate to a role. Firstsource Solutions is an Equal opportunities Employer.
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