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"As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants." Alix Corden, Scheduling Manager, VitalityHealth

Planning and Resourcing Manager

Published on 09 February 2024

Planning and Resourcing Manager

Sheffield & Rotherham with Hybrid working

Job description 
As Planning and Resourcing Manager in Contact Centre Services (CCS) you will be joining a friendly, diverse team working together to create better places for people and wildlife. You will be passionate about customers and bring this passion and enthusiasm to lead and motivate your team. You will be at the heart of delivering great service to a wide range of Environment Agency customers.
By leading and performance managing our Planning and Real Time Team you will ensure that we know our internal and external customer demand. You and your team will deliver accurate forecasts and plans for resourcing of our incident, general enquiry and administrative services.

What you will do:

  • Lead an established planning and real time team.
  • Forecast call volumes using historical data and trends, advising management on future workforce strategy for a multi-skilled contact centre.
  • Report regularly to management on resource utilization, performance, and future requirements.
  • Provide simple and concise updates from complex data sets to CCS business leaders, highlighting options, mitigations, and explaining variances.
  • Lead the team to enhance processes, tools, and systems to increase efficiency through continuous improvement.
  • Achieve the best results for colleagues, customers, and the business by identifying best practice from across the company, the public sector, and the contact centre sector.
  • Create potential scenarios to inform strategic options, challenge thinking where appropriate and work as a trusted colleague and subject matter expert.

This is an exciting time to join the team, we are keen to know where we can improve our working practices to be more efficient and provide the best service to our customers while creating a great place to work. If you share our ambition, and you are ready to drive innovation and push boundaries, we want to hear from you.

  • The team 

CCS is a diverse, vibrant and friendly team handling over 500,000 customer interactions yearly. Our 2 departments:

  • Incident Communications Service, 24/7 service take environmental incident reports.
  • National Customer Contact Centre answer general enquiries and delivering transactional services.

Your team must work jointly, planning resource to meet our KPI’s and deliver this plan in real time.

By advising and guiding our customers, we enable colleagues across the organization to protect and improve the environment.

Experience/skills required 

  • knowledge of call centre operations, including service delivery management, resource planning tools and techniques, workforce management, forecasting, and scheduling.
  • experience working within the Contact Centre industry, in a customer-centric position supporting senior business leaders.
  • sound data analytics skills. You’ll have with the ability to interpret data to make informed choices and translate complex information to enable management team decision making.
  • The ability to work under pressure, during periods of change and to tight deadlines.
  • Excellent people leadership skills, with a proven track record of managing motivating and developing highly successful teams.
  • Excellent interpersonal and communication skills, with the ability to collaborate effectively with stakeholders at all levels.

Contact and additional information 
Currently working to a hybrid model with everyone expected to work from the office one day a week as a minimum.
We have sites in Rotherham and Sheffield, this role is Sheffield based but there may be a need for you to work from either office.
We are committed to building a team with a variety of backgrounds, skills and views. We embrace diversity and promote an inclusive culture.
Everyone that joins is required to undertake training and participate in incident response when the need arises. Having an incident role is an essential part of working for the EA and an active way to support communities and prevent harm to the environment. Further information is within your candidate pack.

For more information: Karen.Pitts@environment-agency.gov.uk or deborah.mcgeever@environment-agency.gov.uk

More detail and application.

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