Job Advert
Job Title: Lead Workforce Planner (12 Month FTC)
Salary: To £55,000 depending on experience
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 Lead Workforce Planner! As a key player in our
Operation, 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, 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 Lead Workforce Planner, you'll play a pivotal role in our Operation, 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:
* Utilise advanced resource planning methodologies
* Deliver key service metrics
* Complete detailed analysis and make strategic recommendations
* Drive and deliver FTE benefits through working with key teams
* Interpret customer demand and use seasonality to plan accordingly
* Refresh the current planning cycle within the operation and enhance this
* Implement annualised hours
* Lead and manage a team who analyse, monitor, and react to real-time staffing levels and call volumes to ensure delivery of
agreed service levels daily
* Implement effective rhythm and governance to drive continued improvements
* Work closely with the change team on delivery of key strategic implementations
* Utilise your team to 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
* Work in a fast-moving environment, delivering quality results to tight deadlines
* Engage with stakeholders at all levels, managing relationships effectively and presenting professionally
* Work effectively both independently and as part of a wider leadership team
What You’ll Need:
As a Lead 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:
* Experience of utilising annualised hours within an operation
* Sound knowledge of the planning cycle and delivering to this
* Experience in forecasting on an interval/weekly/monthly/annual basis
* Good understanding of contact centre/call centre operation and back office workflow
* 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 of up to £55,000 depending on experience
* 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.