Job Resource and Planning Manager

Resource and Planning Manager Job id: 38679843
Location: Gateshead, Tyne and Wear
Salary: £25,000 - £30,000
Company:Eaga PLC
Job type: Permanent
Date posted: 03/06/2008 13:49


Description: Job Description for the post of Resource and Planning ManagerLocation: The Watermark, GatesheadDigital Switchover Customer Service CentreSalary: £25,000 - £30,000 per annum dependent upon experienceClosing date: 8th June 2008Details of the PostReporting to the Head Of Contact Centre, the resource planning and scheduling manager role is to ensure all resource is managed effectively through planned scheduling- facilitating the achievement of budget and service metrics.Duties and Responsibilities:· Ensure the production and distribution of complete detailed staff schedules as agreed with the operational teams.· Define and manage the standards for using and maintaining the WFM system· Utilise forecasts and ‘what if’ modeling to develop and promote improvements in staff utilization and business effectiveness· To liaise with operations to manage staff requests and deliver changes needed to maximize the results for the business· To maintain a shift pattern/skill plan of the advisors and use this to provide HR with specific shift recruitment and up-skill training requirements· To manage the planning of annual leave, and off line activities (shrinkage budget) within boundaries set by the Head Of Contact Centre.· Ensure the monthly production of a rolling 12 month long term and short term 8 week plan for call volumes, resource requirements and use of seating· Analyse past trends including monitoring of shrinkage factors – annual leave, training, meetings and use this to support daily/weekly/monthly forecasting· Plan future resource requirements by skill and time of week in timescales as agreed with schedule planning and HR (use to drive recruitment and training)· To maximise operational performance through effective scheduling of resource across the Customer Service Centre, ensuring strategic service level and Performance are delivered· To deliver effective communication with Performance managers on resource performance FTE data/attrition/holiday/team meetings planned monthly/resource schedules.· To identify and conduct detailed analysis on any issues or trends that threaten the delivery of operational efficiencies and report back to Head Of Contact Centre for evaluation of related risks.· To develop a network of relationships with other areas of the business e.g. Marketing, Change management to enable effective input and output from and to real time resource team.· To be responsible for the production of the weekly Customer Service Centre Dashboard and Quad reports.· Any other duties of a similar nature as may be required.Job Requirements:Personal SpecificationE - EssentialD – Desirable· Minimum of 3 years experience in a Contact Centre resource planning environment with clear understanding of WFM tools – specifically blue pumpkin (Impact 360) and Microsoft software (E)· Experience of workforce management tools to schedule and resource plan with excellent analytical skills (E)· Proven ability to analyse and interpret management information with a Customer Service Centre (E).· Operational Experience in multi-channel Customer Service Centre (E)· Working knowledge of Customer Service Centre technology (E)· Experience in a technology or communications environment (E)· Project management experience (D)· Budget management experience (D)· Understanding of call centre technologies (D)· Previous experience in a Resource Management role (D)Required Competencies· Communicating and Influencing· Delivering results· Problem Solving· Planning· Change Orientation


Contact: Laura Gordon
Reference: job
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