Capacity and Resource Planner

Job Description

Introduction This role is based at Nantgarw, Cardiff CF15 7QQ and is an office based role.Be part of something greatMaximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on peoples lives.From assessments and health services to employability programmes and specialist support, we do work that matters with people who care. Job Summary The overall job purpose is to determine, manage & deliver our resource capacity requirements for all Migrant Help teams dealing with customer contacts, ensuring that shifts are aligned to customer demand & commercially viable, meeting service standards &excellent service. Essential Job Duties To manage and develop our resource approach to Forecasting & Planning accurately prepare forecasts for voice & non-voice workloads.To effectively manage our in-day jeopardy & offline activity to optimise our FTE delivery and expectations. Monitor drivers against business change & developing models to mitigate future impactTo monitor daily performance and work closely with Contact Centre teams To constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Customer Centre teams and maximising agent satisfaction by providing flexible optionsTo make recruitment recommendations and identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios.To monitor recruitment and liaise with the People, Training and Operational Teams to make advanced plans for required shift changes to optimise delivery of resource and skills, identifying where and when resources are required Education and Experience Requirements Qualifications & ExperienceExperience around Workforce Management Processes & Capacity PlanningExcel for modelling and scenario planningExperience of hybrid/multi-site/multi-skilled contact centresboth Voice and Non VoiceExperience of telephony KPI managementWorked as part of a wider Operational Management TeamIndividual CompetenciesClient & Customer focused Communicative and influential Personally effective Skilled and knowledgeable in their field Creative and flexible Organised & ResilientInspirational leadership Business Awareness CHDA Statement MAXIMUS is committed to developing, maintaining and supporting a culture of equality and diversity in employment in which our employees as well as candidates for employment are treated equitably. We understand that a diverse workforce adds to our competitiveadvantage; and as such, we aim to ensure that job applicants do not receive less favourable treatment on the grounds of sex, race, marital status, disability, age, PartTime or fixed term contract status, sexual orientation or religion, or is disadvantagedby conditions or requirements that cannot be shown to be justifiable. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.