Resource & Capacity Planning Manager
Resource Planning Manager
Sheffield
Sheffield Contact Centre / Hybrid (offices located at Sheffield, Warrington, and Loughborough)
Permanent
Full Time
Grade 4
Hours 37.5 per week Monday to Friday
Salary Up to £55000 per annum depending on experience
At Currys were united by one passion: to help everyone enjoy amazing technology. As the UKs best-known retailer of tech, were proud of the service our customers receive and its all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.
You will manage a team of analysts within the Contact Centre Planning Team, overseeing the accurate forecasting of demand for Outsourced Partnerships and Retained Teams, governance of our strategic partnership, and end to end Resource Planning for Retained Teams. You will predominantly work remotely with occasional requirements for travel to offices in Sheffield, Warrington or Loughborough.
You will support the wider Customer Management Centre (CMC) in terms of transformational activity ensuring scenarios are modelled accurately to enable cost projections to be submitted for business cases.
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 the 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. This would include con-tractual 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. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:
* Performance related bonus
* Competitive pension scheme
* Product discounts on the latest tech
* A range of wellbeing initiatives
Why join us:
Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going 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, were 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 and we'll do our best to help.
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