Job title: Contact Centre Resource Planning Manager
Role overview:
Sheffield
Sheffield Contact Centre (LSH001) / Hybrid (offices located at Sheffield, Warrington, and Loughborough)
Permanent
Full Time
Grade 4
Hours – 37.5 per week Monday to Friday
Salary - £42,000 - £50,000 per annum depending on experience
At Currys we’re united by one passion: to help everyone enjoy amazing technology.
As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.
We’re looking for a Resource Planning Manager to create forecasts, plan and provide insight for both our in-house and outsourced Customer Management Centres. These will form the basis of operational budgets, against which tracking cost actuals will be key. You’ll attend regular governance meetings with stakeholders both within Currys and our partnerships to discuss the forecasts, how the FTE is being supplied against it to ensure contractual obligations are being met. You’ll create regular scenario models and must be able to project required resource levels as well as expected volumes.
You’ll also lead a team of Analysts who will support you in planning and providing insights into our in-house and outsourced Customer Management Centres.
Responsibilities:
* Working in conjunction with our partnerships (based in the UK and offshore), producing weekly forecasts across different contact channels that are not only in line with customer and seasonal demand, but also in line with our contractual obligations and agreed budgets.
* Leading a team of Analysts, planning for our retained lines of business which includes end to end resource planning from budgeting, forecasting, scenario planning, scheduling, payroll, budget management and cost tracking, providing insights and reporting from the planning activity undertaken.
* Creating a final forecast and resource plan output, working closely with Commercial teams and using historical trends.
* Predicting a large proportion of our annual operating budget, and aspects of the invoice validation process from suppliers.
* Working closely with different parties to recommend any forecasting changes and ensure the right planning decisions are made to drive strong customer outcomes.
* Ensuring, as part of a sizeable transformation programme, we appropriately project business case volumes and costs, and track subsequent benefits in high volume with detailed accuracy with regular scenario planning and the need for quick turnaround estimates of resource demand based on the expected activities undertaken.
You will need:
* Experience of Leading a Contact Centre Resource Planning Team in a managerial role.
* Forecasting within a Contact Centre environment using Commercially sensitive data and historical data to produce accurate long and short-term forecasts.
* Experience of creating resource models/capacity plans that power planning decisions.
* Experience of working with an outsourced partner is desirable. This would include contractual knowledge of forecast ‘lock’ processes and invoice reconciliation.
* Budget and Cost Management for both short term and long-term planning essential.
We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:
* Performance related bonus.
* Product discounts on the latest tech.
* A range of wellbeing initiatives.
Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.
Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.
Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we'll do our best to help.
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