Planning and Capacity Manager

WMJobs; Birmingham; On-site; GBP 41,000 - 50,000; Full time

Job summary

Join a leading organization in Birmingham as a Planning and Capacity Manager. This role involves overseeing resource planning and scheduling within a dynamic customer service contact centre. Candidates with substantial experience in multi-channel contact centre environments and proven leadership abilities are encouraged to apply. Competitive salary package with opportunities for professional growth within the team.

Benefits

Flexible working options

Support for internal mobility

Commitment to employee development

Qualifications

• Proven experience in leading small teams of specialists.
• Extensive experience with a Workforce Optimisation tool in a Contact Centre environment.
• Experience in forecasting and capacity planning.

Responsibilities

• Lead a team of resource planning specialists.
• Manage long- and short-term capacity plans.
• Ensure successful delivery of Contact Centre service levels.

Skills

Leadership

Planning

Communication

Organizational skills

Problem Solving

Job description

WMJobs Birmingham, England, United Kingdom

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Grade 5 - £41,511 - £49,764

Consultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

This is an exciting role within the Customer Services Contact Centre to provide Resource planning ,Scheduling and Real Time (intraday) management services to key stakeholders within Birmingham City Council. The Planning and Capacity Manager will be responsible for leading the team of resource planning specialists as well as owning the long- and short-term capacity plans and be integral to the successful delivery of all Contact Centre service levels and objectives. Operationally our Contact Centre handles a wide range of channels including social media, voice, email, chat and extensive experience in large multi-channel contact centre essential. The role will be home based with direct reports also working from home, however there may be occasions when travelling to meetings in Birmingham City Centre will be required.

Birmingham City Council,

Planning and Capacity Manager

Permanent

Grade 5 - £41,511 - £49,764

Consultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

This is an exciting role within the Customer Services Contact Centre to provide Resource planning ,Scheduling and Real Time (intraday) management services to key stakeholders within Birmingham City Council. The Planning and Capacity Manager will be responsible for leading the team of resource planning specialists as well as owning the long- and short-term capacity plans and be integral to the successful delivery of all Contact Centre service levels and objectives. Operationally our Contact Centre handles a wide range of channels including social media, voice, email, chat and extensive experience in large multi-channel contact centre essential. The role will be home based with direct reports also working from home, however there may be occasions when travelling to meetings in Birmingham City Centre will be required.

We are looking for the following:

• Proven experience in leading small teams of specialists
• Extensive experience with a Workforce Optimisation tool in a Contact Centre environment.
• Experience in forecasting and capacity planning.
• Proven delivery of change.
• Proven knowledge and experience of the concept of staffing shrinkage and roster efficiency.
• Excellent oral and written communication skills to deliver resource planning information that is understood.
• Proven organisational and planning skills and ability to deliver on time to tight deadlines.
• Exceptional planning and organisational skills.
• Able to build strong working relationships with peer group.
  
  
  

Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.

We are dedicated to supporting internal mobility and the development of our people. As such, applications from internal employees and those under S118 will be given priority and reviewed before external applications are considered.

We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

For any informal enquires please contact: Nick Smith [e-mail]

We welcome applications from people with caring responsibilities and flexible working options will be considered.

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Job Description And Person Specification

We strive to advertise all roles for a minimum of two weeks. However, due to high application volumes vacancies may close earlier than the stated deadline. We encourage you to submit your application without delay to ensure consideration.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Human Resources Services

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