Workforce Planning Officer - Southend-on-Sea, United Kingdom - Hood Group

Description

We are a fast growing, reputable and innovative company with a successful hybrid working style in this digital age.

Hood Group is a dynamic, forward thinking customer management business that provides outsourced customer services for well-known UK trusted brands.

Workforce planning is a process of analysing the current workforce, determining future workforce needs, identifying the gap between the workforce we will have available and our future needs, and implementing solutions so that Hood Group can accomplish its mission, goals, and strategic plan.

This critical role reports into the Workforce Planning Manager and is key in ensuring the Operations team meets its contractual service levels with our brands, delivers industry leading service to our customers - and ensures a fair and balanced working environment for all front-line agents.

The Workforce Planning Officer prepares and produces work volume and staffing forecast dashboards, as well as comparative data on results vs.

forecasts, identifies opportunities for improvement and recommends solutions.

It has a key role in being responsible for the planning & real-time oversight of the front-line resource, ensuring agent productivity matches the customer demand via the telephone & digital contact channels.

This role will be split between working in the Southend on Sea Office and from home.


What will I do in the role?

• Support, manage and coach operational resource planning support.
• Provide realtime monitoring & analysis of brand / product performance (across all contact channels) vs forecast making intraday adjustments to systems, channels & workstacks in an effort to maximise resource efficiency and achieve service level goals / business objectives.
• Provide realtime monitoring / analysis of agent performance (across all teams) vs forecast & roster providing intraday / month recommendations to Ops Managers in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Resource utilization (ON-LINE) Publishes and Monitors schedules & rosters, ensuring all agents are following their shift times & work allocation.

• Resource utilization (OFF-LINE)

• Monitor schedules for 'offphones' time including the planning & formal allocation of time for 121's, team meetings & training, UAT etc ensuring that agents attend
• Oversight & allocation of resource (within Operations) for the support of all THG projects, change programmes & new initiatives.
• Actioning of Operational Holiday requests, working with HR regarding agent entitlements
• Ensuring Operational Organisation Chart is fully up to date with leavers / joiners along with a complete skills matrix
• Collating of information to provide Daily MI packs to our brands.
• Assisting with Monthly and Quarterly Business Review Packs
• Serve as the conduit between the frontline and Operations Management.
• Working with the Mitel Package of Systems gaining complete understanding and a "go to" point (Mitel, Ignite, Yoursite, CCWEB)
• Working with L&D and Brands to support with the scheduling of Training Sessions
• Providing data to relevant areas of the business working with our M.I team where required.
• Ability to understand the importance of confidentiality in handling customer personal data.
• Build professional and productive working relationships with internal and external stakeholders.
• Keep uptodate process knowledge to enable a contribution to the team's work as required.
• Maintain records and logs for work monitoring.
• Work to be completed with a high level of accuracy and in accordance with company procedures.
• Any other ad hoc duties as required.

What do I need?

• Must have Proven experience in workforce planning, realtime analysis & data modelling
• Must Background in Statistical Analysis
• Highly competent in system & technology field (excellent Excel knowledge needed)
• Excellent verbal communication skills
• Have the ability to work accurately and keep within SLA's
• Minimum of 5 GCSEs at grade 49 (C
• A*) or equivalent to include Mathematics and English Insurance experience beneficial
• Working knowledge of Hood Group platforms an advantage but not essential
• Experience with Mitel range of systems beneficial
• Experience with Tableau beneficial
• Experience with Microsoft package of systems
• Word, Teams, PowerPoint

Why work for us?
To be part of a fantastic, supportive team with great progression opportunities, with access to the following benefits;
-
"The best job ever" feeling

• Various high street discounts including discounted local theatres tickets, Merlin attractions
• Christmas Savings Club
• Social company events, we want you to be part of the Hood Group family

• Employee Recognition Scheme

• Hood Heroes, we celebrate and recognise your contribution to Hood Group
• We are offering 31 days annual leave (including bank holidays)
• Employee Assistance Program
• Health & Wellbeing P