What you’ll be responsible for
* Providing effective and accurate resource planning and scheduling for multi-channel business areas to ensure adequate staffing levels across Retail to achieve business goals and KPIs. Using specialist applications such as Nice WFM/WFO tools and familiar with Excel modelling
* Identifying issues impacting operational performance, working with relevant stakeholders such as ITS to invoke mitigating actions as well as longer term recommendations to improve the efficiency and effectiveness of services. Lead on Real-Time system incident management for Retail
* Co-ordinate response to unplanned issues such as operational incidents and large scale IT systems issues – providing operational support in relation to staffing changes, standby plans, co-ordination of messaging and comms including IVR suite
* To be able to provide insights in order to optimise performance across the business that aligns front and back office to deliver effective and efficient customer service
* Influencing key senior stakeholders across the business
* Developing and presenting meaningful business insight from detailed performance data & providing and presenting accurate, timely and informative performance reports to support the operation providing analysis of trends and key drivers of results
* Overseeing the development of bespoke short term planning/scheduling models in addition to the Workforce Management Platform to ensure that departments can achieve their KPIs in the most cost-effective manner
* Owning the Retail Standby Rotas, ensuring that they are published 12 months in advance, and any required changes are made and there is always a full contingent of available standby resources
* Managing the overtime accrual process & holiday management process for all Retail frontline agents
* Managing the Retail Absence Reporting process, working in conjunction with HR to ensure the necessary policies and procedures are followed
* Providing leadership and undertaking line management responsibility in line with company management practices to maximise employee engagement and positive behaviours.
* Undertaking any other duties as required to meet the needs of the business.
Who you’ll work with
Internal
• Planning & Performance Manager
• Retail Middle Managers
• Heads of Service
• Team Leaders
• ITS Service Management
External
• Retail BPO Outsource Team
• Planning Forum
About you
* Proven track record of building positive working relationships with senior stakeholders and seen as a highly credible representative of the business
* Experience in a fast paced, target driven, regulated environment where successful performance is critical to the overall company objectives
* Extensive experience working within multi-channel Resource Planning teams
* Experience in managing & customising Workforce Management platforms (Nice WFM/AWS Connect desirable)
* Able to remain impartial; considers the circumstances and is empathetic, reasonable and fair; identifies areas of customer vulnerability and takes appropriate action in their decision making for the best outcome
* Excellent communication skills, both verbal and written.
* Problem solving skills; has the ability to find options and solutions to overcome issues that arise
* Be able to influence stakeholders at all levels
* Well organised and able to manage workloads to meet deadlines and changing priorities
* Able to work under pressure and make decisions within a Real Time environment, knowing when to escalate and make the right decision for our customers
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