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Job Details
Hours: Full time, 37.5 per week, Monday - Friday
Location: Crawley or Swansea (hybrid 3x on site per week with travel across the alternative site 2x per month)
Contract: Permanent
Closing Date: 27th January 2025
In a nutshell
As the Manager - CC Resource Planning, you will lead the Resource Planning team to balance the supply and demand needs across Virgin Atlantic Customer Centres (Virgin Atlantic, Virgin Holidays & Customer Care). Your role will be crucial in ensuring the availability, allocation, and optimisation of resources in both real-time and long-term scenarios. You will set overtime parameters and rates to support operational efficiency and meet business requirements. This position is essential for delivering excellent customer service while maintaining operational standards.
Day to day
* Lead the Resource Planning team to ensure optimal resource allocation and availability (team up to 12 heads).
* Respond promptly to demand fluctuations and make quick adjustments to resource allocation.
* Collaborate with cross-functional teams to support operational efficiency.
* Analyse performance, conduct root cause diagnostics, and oversee real-time analysis to enhance strategy and daily operations.
* Foster collaboration with key stakeholders and make recommendations to the Customer Centre Leadership Team.
* Monitor daily and weekly staffing levels to ensure adequate coverage.
* Prepare and present performance reports to senior management.
* Leverage data analytics to inform workforce strategies and provide actionable insights.
* Monitor workforce costs and implement cost-effective staffing solutions.
* Ensure adherence to industry regulations, company policies, and quality standards.
* Oversee call queues and service levels in real-time, reallocating resources as needed.
* Support employee engagement and retention through fair scheduling practices.
* Dissect raw performance data and build relevant presentation decks.
About you
* Strong and proven background in resource management, workforce planning, or similar people planning or roster tools.
* Proficient in using Excel, including Pivot tables, Formulas and Data Manipulation.
* Strong analytical skills to track data and manage spend.
* Ability to travel between our Crawley and Swansea sites at least twice a month.
* 'Outside the box' thinker. Skilled at proposing new and fresh ideas to enhance processes and procedures.
Be yourself
Our customers come from all walks of life and so do our colleagues. That's why we're proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong. #J-18808-Ljbffr