Strategic Resource Planning Lead - Contact Center (Flexible)

eFinancialCareers; Stirling; Presencial; GBP 70.000 - 110.000; Jornada completa

Descripción de la vacante

M&G Life is seeking a Senior Resource Planning Manager to lead strategic resource and capacity planning across our customer operations in the UK. You will combine forecasting, capacity modelling and leadership to build a high-performing planning team and influence senior stakeholders.

The role focuses on long-term planning across contact-centre, back-office and complaints operations, with responsibility for turning data into actionable insights and overseeing outsourced partner plans.

Formación

• Significant resource planning experience within a contact-centre or customer operations environment.
• Strong practical experience of forecasting, capacity planning and resource modelling.
• A detailed understanding of contact-centre planning measures including volumes, AHT, shrinkage, occupancy/productivity, service levels and FTE requirements.
• Experience of both strategic/long-range planning and operational resource planning.
• A strong track record of leading, coaching and developing resource planning teams.
• The ability to interrogate data, challenge assumptions and translate analysis into clear operational decisions.
• Credibility and confidence influencing senior operational stakeholders.
• Experience working with outsourced or third-party operational partners.
• Good knowledge of workforce management systems and planning methodologies.
• Financial services or insurance experience would be advantageous, but deep resource-planning expertise and leadership capability are more important.

Responsabilidades

• Leading long-term resource and capacity planning across customer contact, back-office and complaints operations.
• Developing robust demand forecasts, capacity models and strategic resource plans.
• Translating forecast demand into FTE and capacity requirements, taking account of volumes, handling time, shrinkage, productivity, attrition and service levels.
• Identifying future capacity risks and recommending appropriate recruitment, resource or operational interventions.
• Leading, coaching and developing the resource planning team and building capability for the future.
• Challenging planning assumptions and continuously improving forecasting and planning methodologies.
• Partnering with senior operational leaders to balance customer outcomes, service performance, colleague sustainability and cost.
• Assessing the resource implications of growth, transformation, digital adoption and changing customer behaviour.
• Providing oversight and challenge of resource and capacity plans delivered by outsourced partners.
• Turning complex planning data into clear insight and recommendations for senior decision-makers.

Descripción del empleo

M&G Life is seeking a Senior Resource Planning Manager to lead strategic resource and capacity planning across our customer operations in the UK. You will combine forecasting, capacity modelling and leadership to build a high-performing planning team and influence senior stakeholders.

The role focuses on long-term planning across contact-centre, back-office and complaints operations, with responsibility for turning data into actionable insights and overseeing outsourced partner plans.