Lead, develop and grow the Planning function
Oversee all planning, forecasting and scheduling across all operations identifying efficiencies where possible.
Improve resource optimisation processes and methodologies.
Investigate, test and implement relevant tools to ensure accurate planning, forecasting and scheduling
Work closely with the Recruitment team and the Operations to accurately plan resource requirements (including recruitment, on boarding, training etc)
Work closely with HR to integrate in-house HR absence management systems into WFM technologies
Work with the Senior Management to create relevant MI to deliver meaningfull oversight
Extensive workforce planning / resource planning experience from a Customer Service / contact centre environment
Good coaching and Team Management Experience
Extensive experience of using WFM tools