Job Description
As part of the Customer Service Team we are currently looking for a Resourcing and Planning Manager to determine accurate contact arrival patterns and resource requirements for all teams dealing with customer and customer contacts, ensuring that shifts are aligned to customer demand meeting service standards and KPIs.
Key Responsibilities to include
* To manage and develop a small team of Real Time, Forecast and Planning Analysts accurately preparing forecasts and budgets for call and non call workloads and resource monitoring drivers against business change and developing models to improve accuracy.
* To constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all teams and maximising monitor satisfaction by providing flexible options taking into account the position of outsource partners
* To make recruitment and up-skilling recommendations and identify opportunities and benefits through skills based routing demonstrating the benefit of proposed changes through testing scenarios using simulation software capacity and sensitivity analysis.
* To identify and proactively manage changes to the shift patterns to deliver improved customer service. Working as a team with customer service operational managers / outsource partners to facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact
* To be aware of and record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads reporting on expected and experienced results
* To make advanced plans for required shift changes to optimise delivery of resources and skills, identifying when new recruits are required.
* To work with the Operational teams to provide accurate and relevant reporting tools on a daily and weekly basis
* To prepare for and attend reviews and appraisals taking responsibility for self-development and training.
Qualifications
About You
We are looking for someone who has worked in a similar position, ideally in a contact centre environment. You will have expert skill in working with a workforce management tool, along with excel / google sheets for modelling and scenario planning.
You will also be;
* Customer focussed
* Communicative and influencing skills
* Team player along with strong team Management Skills
* Experienced in virtual multi-skilled, multi site Customer Centres
* Have strong organisational skills and high attention to detail
* Demonstrate the DPD DNA Values of – Flexibility, Accountability, Respect, Honesty, Caring, Passion.
Additional Information
About our Benefits
We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few…
* Holiday trading
* Enhanced maternity and paternity package
* Free life assurance of 4 x salary on joining the pension scheme
* Health Kiosks visiting every location
* Vitality at Work
* Free On Site Parking
* Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
* Milestone Days off to celebrate with your family and friends
* For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses
Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities.
If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you! Apply today