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Capacity Planning & Efficiency Manager Full Time

at Paterson Recruitment Oxford in Oxford (Published at 07-05-2021)

Our client is looking for a candidate for this role which could be a temp to perm opportunity for the right fit.



You will be responsible for determining resource and space requirements for all operational teams dealing with customer contacts, ensuring that shifts are aligned to customer demand and are commercially viable to ensure optimum service is delivered.




Main Duties include but not limited to;



  • To manage a small team of Capacity Planning and Efficiency Analysts, accurately prepare forecasts and budgets for call and non-call workloads and resource, monitoring drivers against business change and developing models to improve accuracy.

  • To constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Customer Service Centre teams and maximising Customer Service Advisor satisfaction by providing flexible options.

  • To identify and proactively manage changes to the shift patterns to deliver improved customer service, working closely with Service Delivery Manager, Team Leaders and Supervisors, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.

  • To be aware of and record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results. ? To make recruitment recommendations and identify opportunities for more efficient ways of working and benefits offered through skills-based routing.

  • To actively manage and develop the Workforce Management solution (following implementation of the Tech and Comms project), owning the relationship with the supplier and participating in User Groups to identify and implement new ideas of best practice.

  • To develop and maintain strong relationships with the key stakeholders (service areas) ensuring long term forecasts can be built, taking into consideration communications and marketing initiatives.

  • To lead, coach and develop a team of analysts to reach their potential and provide excellent scheduling to the Customer Service Centre.

  • Continually review the current business operations and strategically look to change these if the business requires them.

  • To develop appropriate ways to measure colleague adherence to schedule.

  • Provide a monthly (and annual) analytics report of turnover across the CSC teams including trends, lessons learnt and improvements.

  • Key input into the annual budgeting process, providing insight and data for the CSC management team.

  • To prepare for and attend reviews and appraisals, taking responsibility for self-development and training.



Essential skills & experience



  • Achieved degree level qualification or equivalent. Or Substantial experience within the Job scope

  • Significant experience in a medium to large customer service environment, with a proven ability of managing teams through a coaching style of leadership and of achieving/exceeding customer service, quality metrics and KPIs.

  • Proven experience of managing and leading people (desirable: within a call centre).

  • Proven experience of managing multiple campaigns and workforce planning on a short, medium and long term

  • Exceptional knowledge of the forecasting and scheduling function in a contact centre.

  • Numerate and analytical, with an ability to develop a mixture of simple and sophisticated insights from the WFM tool data to drive service improvement initiatives forecasting and headcount models.



Desirable Criteria



  • A formal qualification in customer services management or technical awareness of a workforce management solution.

  • Ability to construct appropriate reports which enable business decisions to be made.



Duration: May ? Aug (potential temp to perm role)




To apply, please send your CV to the email address below.



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