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Resource Planning Manager

  • Location

    London

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £60,000 pa

  • Consultant:

    #

  • Email:

    ncopitch@merje.com

  • Job ref:

    NC/15249

  • Published:

    5 months ago

My client is expanding massively and is now looking for a Resource Planning Manager to provide outstanding support for the Customer Care teams. They currently cover fourteen markets across Europe, the Middle East, South East Asia and Australia, and are expecting to launch operations in more countries in the near future.

Responsibilities:

  • Build and deploy reliable workforce planning processes that account for local nuances across all markets
  • Develop existing planning processes to ensure that outputs are optimised
  • Support the selection process and deployment of a WFM system across all markets, ensuring a consistency of procedures is implemented
  • Produce accurate workload forecasts accounting for trends and seasonality in contact rates, along with order volume forecasts provided by finance
  • Work with finance to create monthly cost projections
  • Create and maintain processes for tracking spend against budget projections
  • Produce simulations and what-if scenarios to assist with business cases and providing headcount and cost projections to support managerial decision making
  • Conduct impact assessments in support of continuous improvement and change projects
  • Develop a suite of standard customer care reporting in conjunction with business intelligence analysts to drive improvements within customer care and the wider business

Knowledge, skills & experience:

  • Graduate in a subject with a significant mathematical element, or equivalent experience
  • Minimum of 5 years’ experience using a Workforce Management system in an administrative role within a customer care environment
  • Experience of working on a WFM system implementation project is highly desirable, but not essential
  • Proven experience of producing accurate workload forecasting models using statistical techniques
  • Strong Excel or Google Sheet modelling skills; for example, using pivot tables and index match formulae
  • 5+ years line management experience; indirect management of outsourced WFM teams is desirable
  • Proven track record of creating strong relationships with customer care operations and support teams, finance managers and business intelligence analysts
  • Communication skills that clearly present ideas, theories, and technical information to operations and managerial staff
  • Must be proactive and able to work independently
  • Strong attention to detail and accuracy is essential