Job Advert
Job Title: Workforce Planner
Salary: Competitive
Location: Walsall, West Midlands UK
Hours: 37.5 hours per week
Join Echo Managed Services and be part of a dynamic forward-thinking team as a Workforce Planner! As a key player in our contact
centre, you'll lead a team of Real Time Analysts, implementing effective planning cycles and utilising advanced resource planning
methodologies. Your expertise will ensure we meet customer demand, deliver exceptional service, and continuously improve our
operations. If you're passionate about workforce planning and making an impact, we want you on our team. Experience a rewarding
career where your skills in workforce planning are highly valued, and your contributions make a significant difference every day.
The Role:
As a Workforce Planner, you'll play a pivotal role in our contact centre, forecasting effectively to meet customer demand and
optimise service. You'll implement an effective annual planning cycle, analyse performance, and make strategic recommendations to
drive improvements. By identifying opportunities for enhancement, pinpointing FTE benefits, and analysing contact trends, you'll
shape a superior customer experience (CMEX). Your insights and support in execution and delivery will be instrumental in elevating
our operations.
You will:
* Implement an effective planning cycle within the operation and present recommendations based on this
* Lead and manage a team of Real Time Analysts who analyse, monitor, and react to real-time staffing levels and call volumes to
ensure delivery of agreed service levels daily
* Provide detailed analysis of real-time variance to plan and liaise directly with stakeholders to offer regular updates and
recommendations
* Conduct one-to-ones, appraisals, and mentoring of individuals within the team
* Manage performance effectively, ensuring the team meets its objectives
* Interpret real-time data and communicate findings to multiple stakeholders
* Work in a fast-moving environment, delivering quality results to tight deadlines
* Engage with stakeholders at all levels, managing relationships effectively
* Understand Resource Planning methodologies and systems, particularly Service Delivery, and leverage these to improve operating
efficiencies
* Perform root cause analysis and explain business performance
* Make independent, balanced decisions and adapt quickly in reactive situations
* Work effectively both independently and as part of a team
What You’ll Need:
As a Workforce Planner with Echo Managed Services you will be passionate about forecasting and improving the customer experience.
Resilient in the face of challenges, confidently presenting their ideas and championing a customer-first approach throughout the
operation. You will be engaging, able to present ideas in various ways to quickly gain buy-in, and a confident communicator who
delivers results with pace.
Key skills:
* Sound knowledge of the planning cycle
* Experience in forecasting on a weekly/monthly/annual basis
* Good understanding of contact centre/call centre operation
* Works well under pressure
* Excellent presentation and communication skills
* Desirable experience in QMAX and 8X8 (not essential)
* Results driven and evidence of improving KPI’s
* Ability to work effectively within a team
* Experience in Microsoft Skills in PowerPoint, Word, Excel are essential
What You’ll Get in Return:
* A competitive salary
* Pension scheme with employer contributions
* 25 days holiday + bank holidays
* A supportive and collaborative work environment where your ideas and contributions are highly valued
* Mentorship and guidance from experienced professionals
* 24/7 GP service
* Access to my premier benefits – store discounts
* Employee Well-being programme
* Onsite Gym
Who We Are:
Echo Managed Services is part of South Staffordshire PLC who provides customer led solutions for its clients. We recognise that it
is through the expertise, knowledge and understanding of our people that enable us to deliver an enriched customer experience. We
value our people to ensure they get all the support, training and motivation they need to be successful. We have a first class
training programme and a clearly defined career pathway – if you are willing to work hard, we are ready to help you progress.