Manchester – Tyco Park | Full-Time

What we offer

• Competitive Salary: Reflecting your skills and experience
• Generous Leave: 25 days annual leave (pro-rated in hours)
• Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
• Comprehensive Benefits: Pension plan (up to 7% employer match)
• Life assurance
• Employee assistance program
• Referral scheme
• Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
• Career Development: Extensive growth and advancement opportunities
• Free Onsite Parking: Hassle-free commuting
• Dress Down Fridays: Casual attire to wrap up the week

What you will do

You will be responsible for the creation of staff schedules that will maximise utilisation and efficiency aligned to the reviewed generated forecast. In addition, you will provide advanced planning direction and real time guidance to assist the Operational areas (including Front office, Back Office & Field) in ensuring service delivery of contractual KPIs.

How you will do it

• Ongoing review of forecasting and accuracy – (Short, Mid & Long Term).
• Optimisation of ‘Offline’ activities during the day/current week.
• Monitor staff adherence, and challenge and escalate where shortfalls occur.
• Manage all agent skill changes to ensure SLAs are met.
• Update daily & weekly resource plans with amendments, and re issue with insightful analysis and commentary.
• Balance all SLA’s & escalate inefficiencies, shortfalls, and risks with insight & solutions.
• Chair Daily, Weekly & Monthly Governance meetings with key stakeholders.
• Responsible for all ongoing Schedule Management including: -Scheduling of all ‘Offline’ activities - (Short, Mid & Long Term).
• Manage the holiday allocation & balance.
• Scenario modelling – (Short, Mid & Long Term).
• Responsible for updating and maintaining the WFM tool including Agent set up and data quality & feed.
• Shift Management & Release in accordance with agreed timeline and governance including ongoing shift Reviews.
• Share ownership of all capacity plans including build, maintenance, and production.
• Liaise with Internal Stakeholders in terms of business planning & forecasting.
• Review all drivers and feed any variances into the plan with commentary and version control.
• Management & Ownership of Supply, Demand & Shrinkage Models including all trackers and processes.

What we look for

Must-Haves

• Minimum of 3 years’ experience working in Resource Planning team within an operation with front office (contact centre) and/or Back Office (Processing) and/or Field Services.
• Strong analytical skills and proven skills associated with propensity / regression-based across multichannel environments
• Excellent problem solving and decision-making skills
• Ability to operate effectively in a team environment
• Good oral and written communication skills and interpersonal skills

Nice-To-Haves

• Proficiency in the use of WFM software, with NICE, Verint, Alvaria and EG Solutions being an advantage
• Proficiency in the use of Telephony Operating systems, with NICE, AWS and Avaya being an advantage
• Advanced Excel skills