As the Business Planning Manager, you will be responsible for supporting client relationships from a planning perspective, owning internal relationships with key operational stakeholders/support teams and driving effective relationships with our off-shore planning teams. You will also take a lead in ensuring planning processes for your operational units are robustly governed.
This is a hybrid role working around 2 days per week in our Little Island office.
Job Title: Business Planning Manager
Job Description:
What you’ll be doing:
* Formulating actual and future resource requirements to support business decisions around training and recruitment.
* Formulating budget assumptions and future resource requirements for existing clients and work with Finance and Operational teams to agree long-term budgets.
* Ensuring the forecasting process for the accounts within remit are in line with contractual requirements/agreed client governance.
* Supporting senior management to analyse client information to improve the efficiency of their business through better utilisation of their multi-channel resources.
* Designing schedules which meet contractual service levels with consideration for agent engagement where possible.
* Where appropriate work with our off-shore planning teams to support them to deliver the required level of service for our clients in a robustly governed way.
* Owning client and senior internal stakeholder relationships from a planning perspective and work with support teams (e.g. Recruitment, Training, Finance, BI, etc.) as appropriate.
* Supporting the change process, adequately challenging and providing input for change controls in a timely fashion.
* Supporting senior management to ensure account(s) within remit adhere to agreed planning governance structures.
* Work with senior operational stakeholders (e.g. Operations Director) to ensure that contracted service levels are met by improving schedule efficiency, utilisation, adherence and productivity and proactively identify service delivery issues.
* Line management of Resource Planner(s).
What We’re Looking For:
* Knowledge of planning theories and forecasting methods.
* Knowledge of Call Centre switches/network level routing/skill based routing desirable.
* Knowledge and application of Planning specific software – Aspect, Aspect Perform and eWFM.
* Knowledge of commercial mechanisms used in outsourcing.
* Experience of planning space/seating requirements.
* Experience working with/leading off-shore teams desirable.
* Strong communication and influencing skills.
* Experience of large scale, multiple client/dimension resource planning.
* Ability to propose creative solutions rather than tried and tested methods.
* Excellent presentation skills.
We can only consider applications from those residing in the Republic of Ireland.
Location: Little Island, Ireland
Time Type: Full time
Contract Type: Permanent
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