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Forecasting and Planning Manager

Published on 23 August 2022

Forecasting and Planning Manager

Northallerton (Hybrid working available)

About Technology & Change / About the Team
Technology and Change provides ICT, digital, change management and customer services, which enable the organisation and its partners to achieve their outcomes and continually improve the services we deliver to the people of North Yorkshire.

We support the council to improve the management of demand and customer experience through effective channel management and customer responsive service design, including increasing the availability and use of digital channels.  NYCC is committed to ensuring modern working environments and flexible workspaces and T&C play a key role in maximising the effective use of digital office technologies, productivity software and digital communications, including collaborative technologies.

We are now recruiting to a pivotal position of Forecasting and Planning Manager, which role sits within the corporate customer service centre. The CSC is responsible for customer service, customer support, channel migration and on-going customer relationship management via telephone, web chat, social media and an on-line portal for both internal/external, corporate and commercial customers

The role
The core focus of this role is to direct the operations in the customer service centre to deliver service in line with service levels. The successful candidate will do this using all available data and tools to effectively model and forecast demand across all customer channels, understanding the course of changes in trends.

The Forecasting and Planning Manager will determine resource requirements to meet all service standards whilst forecasting and modelling future demand requirements and customer behaviour change across multiple inbound channels in a complex, rapidly changing, customer service environment.

You will also be responsible for delivering a balance between optimisation of performance and flexibility, to ensure on-going well-being of staff working in the centre. The Forecasting and Planning Manager will also manage the Intraday Manager who will manage the customer service centre demand on a day to day basis to ensure that the best performance is achieved for our customers as well as providing reporting on individual, service, team and centre performance. Other responsibilities include, but are not limited to:

  • To direct operations in the centre on a day-to-day basis to ensure that service levels are all achieved.
  • Create a plan for the allocation of all tasks across all services to individuals in the centre in line with real-time customer demand. The plan will consider task deadlines, SLA agreements with service areas, schedule rules, and any staffing issues relevant at the time
  • Work with partners to co-product and maintain a service continuity plan focused on maintaining services to customers across organisations using technology and resources.
  • Using the work force management tool and other data tools create workforce plans and reporting for the customer service centre and the wider customer programme.
  • Analyse data from customer service systems to identify and manage risks to service, reasons for changes in demand and behaviour and performance information.
  • Use performance data and insight to support the design and analysis of marketing campaigns – continually learning about customer’s behaviour to improve future campaigns.

About you
You will have significant experience of strategic management in a complex multi-channel contact centre environment, including contact centre technologies; KPI and best practice models. You can work productively in a high-pressured fast moving environment, with excellent organisational skills and the ability to prioritise workload. Strong teamwork and customer service ethic is essential in this role

As a strong negotiator, who is persuasive and able to influence others you drive performance, proficient in planning and forecasting in real-time operational environments. You have strong analytical skills, and excellent attention to detail, experienced in the management of resources. Adept with creation and analysis of performance, translating and presenting across multiple datasets understand interdependencies.

What we can offer you
As well as the above and your base salary, we can offer you a comprehensive benefits package including:

  • Modern flexible working practices;
  • A local government pension scheme;
  • Family friendly leave;
  • Salary sacrifice, employee cash backs and discounts schemes; and
  • Learning, development and career advancement opportunities.
  • We can offer you multiple opportunities for career progression working across diverse services and with access to a range of technologies to support modern and agile ways of working.

As a council we are very much committed to encouraging flexible working for our employees, which will include using modern technologies to connect with clients, working from other bases across the county as well as working from home.

The role has a flexible base; as a council we are very much committed to encouraging flexible working for our employees, arranged around the demands of the role.

For more information or an informal discussion about this role, please contact Sarah Foley, on email or 01609 533872 or apply here.

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