My client is looking for a Strategic Planning Manager who is responsible for the service level performance of calls, emails, admin and complaints and associated headcount, outsource, temp and overtime budget for up to three lines of business.
The individual will be responsible for the forecasting and planning of a multi-channelled, dual site, blended environment over an internal and outsource model. They will be accountable for building accurate forecast and budget models over a rolling 5 year period.
Responsibilities:
• Lead the process for building accurate, transparent and robust 5 year planning round budgets for all elements of Customer Operations.
• Design, build and manage the long range headcount and resource models that enable accurate and close forecasting of predicted spend.
• Work with key stakeholders in the business to understand and identify strategic initiatives that will impact customer demand and behaviour into Customer Operations.
• Accountable for the creation of accurate and effective schedules across Customer Operations teams in order to meet fluctuations in customer demand
• Partner with GM’s and Head of Departments and finance to ensure demand planning inputs are accurately reflected in resource plans for Customer Operations
• Create compelling and transparent productivity plans that accurately reflect both the level of service we aim to provide to customers and that leverages the anticipated process and technology advancements in the LRP
• Consult and collaborate with Customer Experience and operational improvement teams to act as the conduit and gatekeeper on effective budget and resource planning in line with Operational improvement plans
Knowledge and Experience:
• Advanced excel skills and SQL db is required
• Significant strategic planning experience within a blended environment (in house and outsourced model).
• Experience of working with an outsource partner to an outsource budget
• Experience in building and managing long term capacity and recruitment plans across customer operations and associated outsource partners that fulfil achievement of the expected customer demand
• Ability to influence at a senior level
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.