Location: Oldbury – Hybrid working 2 days based in the office
Grade: L7L
Employment Type: Permanent, full time
This is the job
As our Road Resource Planner, you will focus on the continuous improvement of our resource scheduling operation to ensure optimal use and deployment of all resources are achieved.
This will include long (annual), medium (seasonal) and short (intra-week) term resource and shrinkage management for all indoor staff.
A key requirement of this role is to meet forecast demand requirements and profiles by producing optimal roster patterns, shrinkage profiles and using flexibility of hours to manage the variance within requirement due to demand and supply fluctuation. The optimal use of all paid hours is key.
You will work closely with our wider resource planning team, the operational management teams and other interested parties to ensure resources are utilised as planned.
You will succeed in this role by continuously improving resource schedules on a monthly, weekly, daily, and hourly basis, optimizing workforce efficiency and size to maintain a defined level of customer service.
What will I be doing?
* Producing schedules for all staff across relevant areas, using appropriate systems, skills and knowledge which meet customer demand in the most cost-effective manner while taking account of individual preferences and agreements.
* Ensuring all amendments (pre-planned or ad-hoc indirect activity) are agreed and added to the plan to ensure accuracy of data and customer service is maintained, whilst ensuring impact on the daily and weekly plan is fully understood and risks minimised.
* Managing optimal full-time/part-time balance and maintenance of appropriate team sizes and management ratios.
* Effectively communicating information and data to all interested parties across the business, being able to influence decision making.
* Developing current working practices and methodologies to improve the scheduling proposition both from a Customer and Staff perspective, including where necessary of current work force management (WFM) tool.
* Constantly striving to deliver highly efficient scheduling and planning process to meet or beat budgetary requirements.
* Be Accountable for the accuracy of information within, and used for schedule production, including WFM systems, staff lists, ensuring all processes are fully documented.
* Gaining buys in from all interested parties to an agreed set of processes to fairly manage all requests for offline time so this can be managed in a cost effective and timely manner to deliver optimum schedules.
* Working with HR, recruitment, training and Operational managers to identify any gaps in the resource plan and resolve through appropriate means.
* Always thinking ahead, continually look ahead at any internal or external factors and ensure this is visible and understood by all relevant parties, working with them to future proof our overall offering to ensure recruitment and attrition balance is maintained to a satisfactory level.
* Supporting any business changes to ensure impact is fully understood from a resource planning perspective.
* Working closely with the Forecasting and Real Time teams to fulfil responsibilities in the overall Planning and review processes.
What do I need?
* You’ll have a sound knowledge and understanding of scheduling methodologies (Erlang c, real life data, simulation modelling), tools and techniques to develop effective schedules, including knowledge of Schedule Effectiveness.
* Excellent Customer Focus - Ensure that the customer journeys are understood, and options are provided to the Contact Centre Management team to continually enhance the customer experience.
* Scheduling or planning background.
Additional information
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
* 25 days annual leave plus bank holidays + holiday buying scheme.
* Worksave pension scheme with up to 7% employer contribution.
* Free AA breakdown membership from Day 1 plus 50% discount for family and friends.
* Discounts on AA products including car and home insurance.
* Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more.
* Company funded life assurance.
* Diverse learning and development opportunities to support you to progress in your career.
* Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family.
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong.
We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.
#J-18808-Ljbffr