My client, a large call centre based in Leeds is currently seeking a Senior Planning Manager to manage and develop a team of Planning specialists across one or more large, complex or commercially sensitive accounts.
Deliver resource models and business plans which ensure space / resource requirements are accurately forecasted and contractual service levels are achieved.
The role should support change activity and generate / drive initiatives for continuous improvement. The Senior Business Planning Manager is responsible for owning relationships with clients, senior internal stakeholders (from operations / support teams) and our off-
shore planning teams. The role should take a lead in ensuring planning processes for their operational units are robustly governed.
Duties will include :
Manage, motivate and develop a team of planning specialists, maximising capability within the team through strengthening their ability to deliver excellent results.
Formulate actual and future resource requirements to support business decisions around training and recruitment
Formulate budget assumptions and future resource requirements for existing clients and work with Finance and Operational teams to agree long-term budgets
Own the forecasting process for the accounts within remit in line with contractual requirements / agreed client governance.
Implement most effective methodology to drive forecast accuracy.
Analyse client information, such as long term forecasts and multichannel strategies to improve the efficiency of their business through better utilisation of their resources.
Ensure schedules are designed which meet contractual service levels with consideration for agent engagement where possible.
Own the implementation of these with off-shore teams.
Where appropriate work with our off-shore planning teams to support them to deliver the required level of service for our clients in a robustly governed way
Own client and senior internal stakeholder relationships from a planning perspective and work with support teams (e.g. Recruitment, Training, Finance, BI, etc.) as appropriate.
Ensure planning are engaged with the change process and are adequately challenging and providing input for change controls in a timely fashion.
Ensure account(s) within remit adhere to agreed planning governance structures.
Work with senior operational stakeholders (e.g. Operations Director) to ensure that contracted service levels are met by improving schedule efficiency, utilisation, adherence and productivity and proactively identify service delivery issues
There is an expectation that some travel may be required as part of the role.
Qualifications, Knowledge & Experience
Knowledge of planning theories and forecasting methods
High level understanding of how Call Centre operations work
Knowledge of Call Centre switches / network level routing / skill based routing
Knowledge and application of Planning specific software Aspect, Aspect Perform and eWFM
Knowledge of commercial mechanisms used in outsourcing
Experience of planning space / seating requirements
Experience working with / leading off-shore teams
Excellent Excel knowledge
Excellent communication and influencing skills
Experience of large scale, multiple client / dimension resource planning
People management experience
Strong analytical skills
Ability to propose creative solutions rather than tried and tested methods
Excellent presentation skills
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Only applicants with a suitable amount of UK based experience and who have a legal right to work within the UK will be considered.