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Planning, Forecasting and Delivery Manager

in-pact consulting
Job LocationCardiff
EducationNot Mentioned
Salary£40,000 - £50,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

My client is one of the UKs best known financial institutions and due to growth in one of their largest and most profitable product areas that are looking for an experienced Planning and Delivery Manager to join their Customer Solutions team.Working in a vibrant area of the business your role will be to manage a team of 4 who provide the forecasting and planning analysis in order to ensure that the area is fully resourced and able to meet client demand. Duties will include:

  • Lead a team to ensure that customer service levels are exceeded through robust operational plans and business insight.
  • Produce detailed resource scheduling plans that reflect short and long term goals and that take into account the delivery of operational change
  • Use insight and analysis to ensure the division is optimally staffed and to help guide recruitment plans
  • Produce and analyse MI, providing insight including VOC (voice of the customer) to the leadership community to enable them to make decisions based on fact.
  • Develop and implement a real-time monitoring analysis framework to help Customer Service Leaders to manage their daily workload.
  • Work with the business to ensure that contact centre systems are correctly configured according to customer and product needs.
    • Applicants must possess proven experience in a resource planning and scheduling methodologies in a Customer Service environment. You must possess experience using forecasting and scheduling tools along with strong analytical, reporting, organisation and planning skills. Previous experience from the financial services or regulated environment is preferable with full exposure to the "customer journey".This is a great opportunity to join a major blue chip firm in a key position that will be instrumental in maintaining and developing a highly successful customer service operation. A generous remuneration and benefits package is on offer along with excellent career prospects. Required skills
  • Customer Insight
  • Real-time Monitoring
  • Workforce Management
  • Resource forecasting
  • resource planning and allocation

    • Keyskills :
    Customer Insight Real-time Moniting Wkfce Management Resource fecasting resource planning and allocation

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