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Commercial Resource Planning Manager

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Req ID:
R-12341
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Category:
Customer Care
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Location:
Bromley; Leeds; Bristol

Who are we looking for

We are looking for a Resource Planning Manager, you will be working with the operational leadership team and other key stakeholders within the business to produce and deliver effective Capacity, Resource and Operational plans, enabling teams to maximise resources to meet business requirements. The person will utilise Operational Planning expertise to influence and implement strategic tactical projects and technology improvements helping to evolve the target operation model for our commercial area.

This role can be mainly undertaken from the comfort of your home, however, you will be required to come into the office on occasion.

What you will be doing

You will lead a team of 12 delegates to deliver budgets, demand & resource planning (5 years to 1 week out) and real time management (1 week to current day), informed by data led insights. You will have a full oversight of BAU and initiative led changes to enable you to provide clear direction and accurate planning and reporting.

. You will be responsible for:

  • Support and respond rapidly to the large amount of operational change
  • Ability to understand and support niche products and services
  • Thought leadership providing clear direction to the team, encompassing budgeting, demand forecasting, resource forecasting, scenario modelling, data provisioning and end-to-end analytics
  • Work closely with the operational leadership team to understand the target operating model and align resource and capacity requirements across all planning activities to ensure service levels and abandonment rate targets are achieved
  • Continuously monitor and evolve the resource and capacity plan in line with business needs. Identify shrinkage requirements and continually seek ways to improve resource efficiency through challenge and innovation
  • Lead, motivate and develop a high performing team to provide the Contact Centre with a consultancy-based approach in Forecasting and Planning.
  • Deliver and maintain accurate strategic planning across all areas within commercial operations; - Telephony and Digital Messaging
  • Ownership of the overall budget process for all functions (productivity, overlays & supply). Regular spend versus plan reviews highlighting risks and opportunities
  • Provide regular coaching and personal growth sessions for your direct reports, managing individual behaviour and performance.

What skill you need to have

  • You will be able to showcase a strong analytical skillset
  • Experience of planning and managing resources also building forecasting models
  • Great interpersonal and collaboration skills
  • You will be focused on solving problems
  • Have a can-do attitude

Working hours: 35 hours per week, Mon- Fri 9am-5pm

#LI-GY

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