Salary: Up to £50k
Location: Sheffield (S1)

We are looking to recruit a Planning Manager to be based at a modern Customer Contact Centre in the heart of Sheffield City Centre. You will support the Head of Finance with planning the centre's workforce to ensure we the right amount of people to stay on top of their workload in a timely and efficient manner.

The Planning Manager 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. With your expert knowledge and specialist skills that you can bring to this role, this will enable our operational teams to meet their customer service targets, ensuring that we are excelling in all our service activities.

It is an exciting time to join as they expand and develop their existing WFM tool (Calbrio/Teleopti)

Roles and responsibilities?

• Responsible for developing resource plans to ensure adequate resource coverage to drive excellent Csat and achieve pre agreed service levels
• Build recruitment plans off the back of the resource models to deliver service levels
• Manage 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
• Responsible for new design and maintaining of the current WFM platform (Calabrio/Teleopti)
• Responsible for real time management within the operational teams
• Responsibility 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

The person

• At least 2 years' experience in managing a work force planning function across a multi-channel environment
• Expert in Calbrio teleopti WFM system
• Be able to interpret complex data to establish trends
• Proven record of success in workforce management
• In-depth knowledge of WFM tools and methodology and best practice techniques
• Expertise in capacity planning, forecasting, real-time management, reporting and scheduling
• Strong analytical skills
• Ability to clearly communicate at all levels