Demand & Resource Planning Specialist

ROLE TITLE: DEMAND & RESOURCE PLANNING SPECIALIST

ROLE PURPOSE:
Demand and Resource planning specialist required for a 6-12mth contract based in Manchester.

The Demand and Resource planning specialist will act of the main point of contact for the relevant Operations Managers providing specialist advice, expertise, & challenge on short, medium and long term demand plans & resource allocation to ensure the delivery of key SLAs

To provide/produce:
. Accurate volume, handling time, & FTE forecasts at an appropriate level of granularity
. Resource plans, working pattern scenarios, & recruitment profiles that ensure the efficient & cost effective delivery of the customer service/sales strategy
. Management of holiday booking process/systems & the agreement & placement of off-phone/task activity

In addition the role holder will work on the more technical work assignments/changes & run the stakeholder planning sessions.

AREAS OF ACCOUNTABILITY:
. Leading the forecasting activity for a specific business area to deliver continual improvements in workload accuracy & a monthly, weekly, daily, & intraday level
. Identify business call drivers & customer contact behaviour trends
. Utilise latest finance & marketing information, market conditions, & historical analysis to improve performance
. Providing expert advice supporting Operation Managers and function leader level decision making regarding short term workload and resource issues
. Leading the scheduling activity for a specific business area to ensure the delivery of working patterns that match customer contact behaviour while balancing the cost objectives of the organisation & the needs of our colleagues
. Management of the holiday booking process & the placement & optimisation of any off-line activity ensuring a framework that is consistent & fair
. Delivering detailed workload projections, resource gap analysis & appropriate recruitment/resource plans to ensure the delivery of business plans
. Identify & utilise operational levers such as shrinkage options & shift optimisation to ensure sufficient resource is available to meet demand
. Build and maintain strong, engaging relationships with department level internal stakeholders across relevant areas
. Engage with key stakeholders at a departmental level to ensure service delivery is fit for purpose, designing, agreeing and implementing service delivery and key performance measures

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:
. Advanced knowledge of forecasting methodology & regression analysis (front & Back Office)
. Advanced understanding of end to end resource planning methodologies
. Strong analytical skills
. Experience of impact assessment process & campaign management strategies
. Strong stakeholder management & engagement

Apply below or to find out more about the Demand & Resource Planning specialist job contact Alex Taylor on (see below) or call quoting the reference .