About This Role

• Responsible for the short/ medium part of the Resource Planning cycle, this role schedules all resources around expected customer demand.  This includes, breaks, lunches and all offline time and processing time to ensure that resources are available to handle all aspects of customer demand
• Managing all resources across all service areas, ensuring that actual scheduled resource activity is manged in line with planned forecast requirements and planned pre agreed shrinkage level targets are based on the short-medium term resource plan that has been agreed and signed off with Planning and Operations
• Responsible for updating and maintain the live staffing plans (8 week plans) with scheduled resource levels and using the intra-day predicted performance levels to maximise resource to ensure that CSL’s and key service measures are protected at all times
• Pro-actively manage all shrinkages by scheduling resource based on targets and availability.  Update shrinkage reporting and share with Operations so that they can keep track of offline activity in line with their targets and measures.  Highlight where there is room for improvement and escalate areas of concern where shrinkage has been over utilised and may compromise customer service
• Updating and maintaining the Workforce Management solution making sure that all data housed is accurate and up to date, including what skills colleagues have and what calls/ contacts they are trained to take, leavers, new starts, maternity leave and shrinkage levels
• Manage the updating in line with governance processes and procedures whilst adhering to the internal quality checking framework
• Ensuring that shrinkages are not over-utilised, promote additional shrinkage where there is sufficient availability of resource to do so, thus reducing the amount of idle/ available time and maximises resources
• Lead on the weekly Operational planning meetings to take Operational Managers through the predicted performance highlighting key call outs and providing recommendations on any changes that may increase/ improve performance
• Manage the requests for changes in shift patterns/ hours in line with the agreed flexible working policy and timescales and provide recommendations of the requests changes based on service needs.  Capture and document rationale as per process
• Update and maintain the staffing document and track actual resource against requirement including attrition levels and highlight/ escalate potential future resource challenges
• Constantly reviewing front-line staff schedules that are on rotation and changing shifts where possible in line with predicted customer demand Optimise scheduled breaks and lunches avoiding known peak times and adhering to working time directive when scheduling
• Manage Annual Leave time off pools in WFM ensuring that the % of shrinkage allocation is sufficient based on the entitlement of front-line colleagues
• Produce monthly Annual Leave usage reporting so that Managers have visibility of Annual Leave at colleague, team and service area level based on used and what is outstanding to schedule
• Update and maintain the skills matrix document in line with process so that all changes are logged and governed and the skills matrix is a live working document and needs to reflect CMS and WFM at all time

• Strong communication and stakeholder management
• Ability to work under pressure
• Strong organizational, planning and time management skills with the ability to prioritize multiple tasks, working to challenging deadlines
• Experience in resource deployment including shrinkage management
• Proven ability to analyse business issues through data and process analysis, identify root causes and implement appropriate solutions to address
• Solid presentation skills, both written and verbal
• Effective organisation skills
• Strong knowledge of Excel, Word and Power point
• Good understanding of front and back office performance metrics

The hiring manager to contact is: Emily Rintoul Email: emily.rintoul@diligenta.co.uk

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