Work for PayPlan and you can really make a positive difference to people’s lives.
At PayPlan we help people who are in debt, by providing free debt advice and debt solutions based around what people can afford to repay.
We offer a competitive salary and benefits package and a supportive working environment.
We are currently recruiting for a Resource Planning Senior Manager to join our team. Focused on our omni channel contact centres located in the UK and Lisbon, you will be responsible for defining, implementing, maintaining and evolving the Workforce Management capabilities in order to optimize our allocation of resources, improve customer satisfaction and drive internal efficiencies.
This will include providing hands-on support and best practice guidance to the local teams in the development of schedules for operational staff.
This role reports into our Head of Operations.
Ensure across each platform a structured and fair rota and workforce management practice is in place.
Define and oversee schedule and call queue monitoring processes for operational lines.
Support a team of locally identified individuals responsible for monitoring the call and email queues along with allocation of the daily activities across the Assistance Centres.
Coordinate with HR Director to ensure all latest HR practices and requirements are applied when defining rotas and schedules
Monitors and analyses historical volume / requirements and makes recommendations on changes of patterns.
Assist with serving as a subject matter expert in Workforce Management application and assist in training.
Partner with the operations and transformation management teams to share responsibility for meeting service level and response time objectives across all contact channels.
Manages the accuracy and application of Workforce Management tool employee database.
Monitor real-time queue and adherence reports to ensure service level and response time objectives are met during scheduled shifts;
oversee real-time escalation plans.
Create and provide regular reporting to the Leadership Team on trends, analysis and recommendations regards Workforce Management practices
Identifies new technology and improvements that could be used in Payplan to optimise how we do things and improve both effectiveness and efficiency
Knowledge, Skills and Experience Required
Evidence of being able to work at pace, whilst managing competing and conflicting demands, with a proven track record of providing clear, balanced advice to senior stakeholders, and high quality communications outputs.
Able to work collaboratively across the organisation bringing key stakeholders together
Direct workforce management experience in a call / contact centre environment is essential
Hands on experience with top workforce software.
Knowledge of web-based telephony and / or omni-channel solutions.
High level of proficiency with Excel.
Able to independently problem solve, plan and organise resources.
Internal and External Relationships
Central point of contact for direct leadership team
Integral point of contact for other business stakeholders
Charities, Partnership organisations, Trade bodies
To create, launch and embed a new approach across the organisation on contact centre resource management
To identify, integrate and embed new technology to build an omni channel operations of the future