Workforce Planning Resource Manager

Everyday Loans; Bourne End; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established market leader in consumer finance is seeking a Workforce Resource Planning Manager. This role involves planning, forecasting, and scheduling staffing needs across multiple branches and contact centers, ensuring efficient service performance. You will utilize historical data and business intelligence to optimize staffing metrics, while also identifying improvement opportunities. The company values employee satisfaction and offers comprehensive training, a competitive salary, and excellent benefits, including private healthcare and generous holiday allowances. Join a supportive workplace that prioritizes growth and community impact!

Benefits

Private Healthcare

Life Assurance

Company pension

25 days holiday plus Bank Holidays

Cycle to Work vouchers

Retail Discounts

Paid charity/volunteering days

Qualifications

• Strong knowledge of resource management methodologies in contact centres.
• Experience in real-time management and resource planning.

Responsibilities

• Plan, forecast, and schedule staffing needs for customer journey.
• Monitor adherence to schedules and analyze performance data.

Skills

Resource management

Data analysis

Operational dialler experience

Proactive work style

Analytical skills

Job description

Are you experienced in workforce resource planning and looking for a new opportunity? As our Workforce Resource Planning Manager, you will report to the COO and be responsible for planning, forecasting, and scheduling staffing needs for all elements of the customer journey, ensuring efficient service performance.

Evlo is an established market leader in consumer finance with over 15 years of successful history. Winners of MoneyFacts Best non-mainstream lender for the last 5 years, we offer dynamic and exciting growth opportunities for candidates - supported by a superb range of benefits! We pride ourselves in offering an inclusive, supportive workplace where employee satisfaction is key.

You will be provided with full training and development to give you every opportunity for success but will need to be flexible with hours to accommodate the business needs.

What You'll Be Doing

Responsibilities include making scheduling recommendations, balancing resource planning multi-site operational teams with business commercial requirements and customer demand. The four key pieces of workforce management include forecasting customer contact volumes and staffing requirements, scheduling staff efficiently, monitoring real-time adherence to schedules, and analysing performance data to make data-driven decisions for continuous improvement.

• Work force planning for multi branch network and contact centres
• Productivity analysis aligned to resource
• Building short-term planning monitoring and measuring methodology with alert monitoring
• Linking customer demand to resource and create optimisation recommendations
• Build annual resource plan to ensure competency requirements
• Align customer demand requirements to operating model
• Real time monitoring and recommendations
• Proactively identify staffing utilisation opportunities and take appropriate action necessary to deliver a comprehensive plan for meeting service performance objectives across all locations
• Using historical data and business intelligence forecast and plan staffing metrics and requirements to ensure all service level objectives are achieved at lowest cost.
• Analyse performance data in order to identify improvement opportunities and implement improvement strategies.

What We're Looking For

• Strong working knowledge of resource management and planning methodologies within a contact centre environment
• Ability to identify improvement areas, trends and make recommendations
• Proactive and self-motivated work style with proven ability to manage multiple demands on time and changing priorities
• Operational dialler experience including solid understanding of telephony dialler and inbound data
• Ability to use various data sources and interrogate to create insight
• Experience in real time management and resource planning
• Strong analytical skills

Rewards

Successful applicants will be provided with comprehensive training in the form of our company induction, which will be delivered at one of our training hubs.

We are offering a competitive salary depending upon experience accompanied by a range of excellent benefits including:

• Private Healthcare for you and your partner
• Life Assurance
• Excellent company pension 3% employee to 8% employer contribution
• 25 days holiday plus Bank Holidays (you can even buy and sell holiday days if needed!)
• Cycle to Work vouchers
• Retail Discounts

At Evlo, employee satisfaction is key, and we are committed to being a great place to work. Evlo has an active Employee Forum led by our Voice Ambassadors, dedicated Mental Health First Aiders plus the opportunity to make a difference in local communities/supporting good causes by utilising up to 3 days’ paid charity/volunteering days per year.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Project Management and Information Technology