Workforce Planning Manager - Sheffield, United Kingdom - Reed Business Support

Reed Business Support

Verified Company

Sheffield, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

I am currently recruiting for a Workforce Planning Manager to work on behalf of our client, a leading transport organisation based in Sheffield (S1) in their customer contact centre.

You will be working closely with the head of finance, with the planning of the centres workforce ensuring that there is the right level of staffing and resource to provide exceptional customer service.

As the successful Planning Manager you will also work closely with the Operations Teams who are responsible for a variety of customer support matters which range from processing enquiries, customer compensation claims to complaints handling, retail sales,quality assurance and fraud analysis.

Using your expert knowledge and specialist skills that you can bring to this role, you will help to enable the operational teams to meet their customer service targets, ensuring that they are excelling in all the service activities.

This is an exciting time to join the team as they are expanding and building upon the existing WFM tool (Calbrio/Teleopti)

Roles and responsibilities

Help to forecast long, mid and short term forecasts on customer demand across multiple channels
Be responsible for developing resource plans to ensure adequate resource coverage to drive excellent customer service and achieve pre agreed service levels
Help to build recruitment plans off the back of the resource models to deliver service levels
Be responsible for managing a team of 2 Resource planning analysts
Develop schedules for all operational teams to ensure coverage across a 24 hour operation
Manage resource allocation across multiple depts and channels voice, back office, Live chat and specialist teams
Interpret data from telephony and WFM platforms to highlight trends in customer demand and react to changes in arrival patterns
Be responsible for new design and maintaining of the current WFM platform (Calabrio/Teleopti)
Have responsibility for real time management within the operational teams
Be responsible for Holiday management within the operational teams
Track attrition and reasons for leaving
Track FTE across all areas and highlight any trends in leavers/recruitment
Work with HR/Recruitment teams to plan induction dates, areas and FTE required on induction groups
Continuously develop and improve current workforce planning methodologies

To be successful in this role you will have the following skills and experience:

Strong experience in managing a work force planning function across a multi-channel environment
Be an expert in Calbrio teleopti or similar WFM systems
Have the ability to interpret complex data to establish trends
Have a proven record of success in workforce management
Have an indepth knowledge of WFM tools and methodology and best practice techniques
Have experience in capacity planning, forecasting, realtime management, reporting and scheduling
Strong analytical skills
Be able to clearly communicate at all levels

An attractive salary of up to £50,000 is on offer along with a host of benefits such as: