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Head of Operational Planning & Workforce Optimisation, Peterborough

Role: Head of Operational Planning & Workforce Optimisation
Company: Thomas Cook
Location: Peterborough
Salary: Not disclosed

BASED IN PETERBOROUGH WITH FREQUENT UK TRAVEL 

175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.' Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today. Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries. Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.

About the role
In this role you’ll be responsible for managing the delivery of the end to end operational planning function, including the delivery of forecasting, headcount & financial planning, business systems configuration, resource scheduling and real-time service delivery in all relevant contact media (i.e. voice, mail, chat, complaints, back office demand etc.). You’ll also manage the performance, behaviours and development of the Operational Planning & Resourcing team across our UK sites with a focus on optimising the efficiency and effectiveness of UK Contact Centre Operations. You’ll need to build strong relationships with both internal and external key stakeholders throughout the organisation, including Heads of Operations, UK Finance, HR & IT support functions whilst driving continuous improvement across UK Contact Centre operations through the provision of high quality insight and analysis across all aspects of planning, resourcing, telephony optimisation and service delivery. 

What will you bring to the role?

  • Strong leadership skills with the ability to drive exceptional performance from your team
  • Proven experience in a leading role within an Operational Planning & Resourcing environment across multiple sites, including the provision of Telephony
  • Exceptional skills in optimizing contact routing and skilling, to maximize efficiency and agent productivity, strong change implementation skills
  • Demonstrable track record of driving continuous improvement and best practise across all key processes, with a deep understanding of fundamental principles
  • Excellent communication and influencing skills with the ability and experience to talk to all areas /levels of the business & external 3rd parties
  • Excellent analytical skills for identifying and interpreting trends and variations from plans and opportunities for improvement across Contact Centre Operations
  • Experience developing strategic Financial and Infrastructure plans for a complex contact centre environment, including Outsourced activities
  • Travel industry experience preferred, or Retail experience as a minimum
  • Knowledge of best Practice for Operational Planning, Resourcing & Telephony
  • Experience of working in a large organisation with global exposure is highly desirable 

What can we offer you?
In return for your valuable contribution to the business you’ll receive a competitive salary, bonus, car allowance, private medical insurance, excellent holiday concessions, industry leading training, a contributory pension and a great flexible benefits package. As a large global travel business with employees based throughout the world; including overseas, tour operations and an airline, the sky really is the limit for your career progression. Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose. 

Who are we?
Thomas Cook is the largest high street travel business in the UK. Our timeless spirit of innovation started in 1841 and it is this that makes us stand out from the crowd. We are very proud to serve more than 20 million customers who choose to travel with us each year. Thomas Cook Group plc. is one of the world’s leading leisure travel groups with sales of £7.8 billion in the year ended 30 September 2015. Thomas Cook is supported by 21,813 employees and operates from 15 source markets; it is number one or two (by revenue) in all its core markets. Thomas Cook Group plc.’s shares are listed on the London Stock Exchange (TCG).

Apply now
 

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Steve
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