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 Description
What you’ll be doing:
1. Formulating actual and future resource requirements to support business decisions around training and recruitment.
2. Formulating budget assumptions and future resource requirements for existing clients and working with Finance and Operational teams to agree on long-term budgets.
3. Ensuring the forecasting process for the accounts within remit is in line with contractual requirements/agreed client governance.
4. Supporting senior management to analyze client information to improve the efficiency of their business through better utilization of their multi-channel resources.
5. Designing schedules that meet contractual service levels with consideration for agent engagement where possible.
6. Where appropriate, work with our off-shore planning teams to support them in delivering the required level of service for our clients in a robustly governed way.
7. Owning client and senior internal stakeholder relationships from a planning perspective and working with support teams (e.g., Recruitment, Training, Finance, BI, etc.) as appropriate.
8. Supporting the change process, adequately challenging and providing input for change controls in a timely fashion.
9. Supporting senior management to ensure account(s) within remit adhere to agreed planning governance structures.
10. Working with senior operational stakeholders (e.g., Operations Director) to ensure that contracted service levels are met by improving schedule efficiency, utilization, adherence, and productivity and proactively identifying service delivery issues.
11. Line management of Resource Planner(s).
What We’re Looking For:
1. Knowledge of planning theories and forecasting methods.
2. Knowledge of Call Centre switches/network level routing/skill-based routing desirable.
3. Knowledge and application of Planning specific software – Aspect, Aspect Perform, and eWFM.
4. Knowledge of commercial mechanisms used in outsourcing.
5. Experience of planning space/seating requirements.
6. Experience working with/leading off-shore teams desirable.
7. Strong communication and influencing skills.
8. Experience of large scale, multiple client/dimension resource planning.
9. Ability to propose creative solutions rather than tried and tested methods.
10. Excellent presentation skills.
We can only consider applications from those residing in the Republic of Ireland.
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