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Sentinel IT LLP

Company Profile



Planning Manager - Scheduling - Budget - Operational


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Job ID:

464223

Location:

Barnsley, , United Kingdom

Category:

Call Centre / CustomerService

Salary:

£40,000.00 per year
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Job Views:

339

Employment Type:

Full time

Posted:

05.18.2015
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Job Description:

Planning Manager - Scheduling - Budget - Operational

Managing a team of Planners & Schedulers to deliver short, medium and long-term operational capacity plans for the business. Responsible for all planning activities both strategic and tactical across multiple sites. Own the end to end planning cycle for specific areas of the business.

Main responsibilities:
*Creation, development and implementation of continually improving medium and long term
capacity plans across Customer Operations (Residential, B2B, and New Business) and our
outsource partners.
*Establish and maintain a robust governance framework around the MTP planning process taking
full account of improvement projects, operational 'stretch' targets and planned external
activities. Be the key interface with finance in developing transparent budget forecasting.
*Provide recommendations on the effective planning and distribution of the c£174m Customer
Operations budget across departments and using experience and insight, identify opportunities
to increase efficiency and eliminate waste.
*Accountable for the delivery of robust 'bottom up' resource requirements for Customer
Operations including a detailed understanding of all workload types and demand drivers thereby
providing clear and concise summaries to the Residential and SME exec.
*Evaluate and shape operational strategy in order to ensure resources are efficiently utilised to
balance inbound, outbound and non-voice workloads.
*Contribute to the development of the operating model and service strategy and show how the
function will evolve to support the Residential and SME exec in achieving our short, medium and
long term strategic objectives.
*Develop a 'best in class' planning function that is recognised as such internally and externally so
robust and relevant capacity planning models are available to the business to anticipate, plan
and manage resources effectively and within budget.
*Provide expertise, resilience and support to Operational Planning, Senior Operational Managers,
Finance and Executives.
*Identify, via the plans produced, the resource requirements at a functional level and liaise
closely with the recruitment team to ensure appropriately trained resources are available to the
operational business.
*Develop strong working relationships with key personnel across the business to identify and
plan for any activity that will impact upon call volumes, performance or staffing. Be universally
recognised as the first point of contact when any such activity is proposed.
*Ensure Nice workforce management application is used in the most effective way to minimise
effort and maximise efficiency.
*Ensuring all my actions and behaviours treat our customers fairly and comply with regulations.

Qualifications:
Key skill requirements:
Essential:
*A proven track record of managing and developing people.
*Experience in and thorough working knowledge of end to end resource planning processes.
*Excellent communication and influencing skills at all levels.
*Demonstrate the ability to work on own initiative.
*Ability to work to tight deadlines.

Desirable:
*Working knowledge of WFM Systems ie (IEX TotalView).
*Experience in Process management and change delivery.
*Good working knowledge of all Microsoft Office functions.
*Takes personal responsibility for own career development.




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