Resource Planning Consultant

£450/DAY

CORE DELIVERABLE TO DEVELOP THE RESOURCE/OPERATIONAL PLANNING PRACTICE ALIGNED TO THE STRATEGIC DIRECTION FOR THE TELEPHONE BANKING SERVICE OFFERING, ACTING AS THE KEY INTERFACE BETWEEN THE PROGRAMME AND THE BAU PLANNING FUNCTION AS THE SOLUTION EVOLVES.

The ideal candidate will be an experienced Resource Planning Manager with a proven track record within a leadership role in large-scale, multi-function contact centre operations. An excellent understanding of workforce management solutions, scheduling methodologies and multi-media contact centre infrastructure/technology.

Key skills/competencies include ...
* Excellent leadership capabilities
* Strong analytical capabilities and high degree of numeracy
* Ability to communicate and influence a senior stakeholders.
* Excellent planning and organisation skills.
* Negotiation and Influencing.
* Resilience

Detailed core deliverables ...

- Develop/build the capacity plans, operating plans and required inputs to the planning process linking in with the programme as the frontline target operating model is delivered
- Provide SME Resource Planning support to the programme as the model is developed
- Complete any necessary Impact Assessments to facilitate decision making as the programme evolves
- Act as the interface between the Programme and Resource Planning to ensure the relationship/support framework is developed in line with BAU processes/engagement model and during transition, is dovetailed with BAU operational plans to protect customer experience across functions
- Generate the intelligence/data and create/deliver a plan to enable a robust end-to-end Resource Planning capability including Forecasting, Impact Assessment, Operational Planning, Scheduling, Realtime Management, Stakeholder Engagement & Reporting
- Manage the transition of the newly formulated model into the BAU support framework to guarantee that exactly the same level of Resource Planning service is offered in line with all adopted/supported channels
- Support the recruitment and induction of analysts to ensure that the adopted processes are set up for success McGregor Boyall is acting as an Employment Business in relation to this vacancy.