Resource Planning Manager – Sheffield (Hybrid: offices located at Sheffield, Warrington, and Loughborough). Permanent · Full Time · Grade 4. Hours: 37.5 per week (Monday to Friday). Salary up to £55,000 per annum depending on experience.
At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues.
Role overview
As part of this role, you\'ll be responsible for:
* Long and midrange forecasting and aligning this to planning strategy, ensuring our approach is flexible and supports the delivery of brand requirements
* Manage outsourced partnerships to ensure any CMC activity undertaken on our behalf by our partners (≈85%) is governed effectively and delivers the right outcomes for our customers
* Design, implement and manage end-to-end CMC staffing plans to ensure that all areas meet or exceed service targets while remaining within budget, incorporating all components of change within the Transformation function including people, process and systems elements
* Work closely with our Commercial teams, utilising their plans and inputs alongside local expertise to build accurate contact forecasts that align to business expectations and tie back to budgets / outlook
* Understand demand driving factors and work with key stakeholders to improve future forecasting to ensure CMC strategy is achievable
* Own a model that forecasts effort and tracks actuals, working with the leadership team to balance resources across operations/projects and take decisions on priorities
* Support Bi-annual budgeting process to ensure all aspects of variable operational charges are appropriately reflected and aligned to an agreed resource plan that is fit for business-wide financial, ops performance and transformational expectations
You will need:
* Experience of Leading a Contact Centre Resource Planning Team in a managerial role
* Forecasting within a Contact Centre environment using commercially sensitive data and historical data to produce accurate long and short-term forecasts
* Experience in developing best practices in forecasting, reporting, scheduling and planning and shares these effectively throughout the business
* Experience of working with an outsourced partner is desirable, including contractual knowledge of forecast “lock” processes and invoice reconciliation
* Budget and cost management for both short term and long-term planning essential
* Maintain excellent knowledge of FCA regulation and related principles, incorporate into output
We know our people are the secret to our success. We offer a range of benefits designed to work for you, including:
* Performance related bonus
* Product discounts on the latest tech
* A range of wellbeing initiatives
Join our team and we\'ll be with you every step of the way, helping you develop the career you want with new opportunities, ongoing training and skills for life.
Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.
Every voice has a space at our table and we\'re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we\'ll do our best to help.
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