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Strategic Planning Manager

12 February 2021

Strategic Planning Manager

Sainsbury’s Argos Widnes (WA88HS) & Home

Strategic Planning Manager

As our Strategic Planning Manager, you would be responsible for producing the long-term resource plan, allowing the operation to achieve the Contact Centre performance targets through effective allocation of resource. Working as part of a team across the end to end planning cycle, you would monitor performance across all campaigns and driving actions to improve customer service. You will operate as part of the broader contact centre management and planning team, advising operational managers and contributing to long term planning and success of the customer service proposition across Sainsburys retail Contact Centres.

What you need to do

  • Lead the planning cycle process through budgeting and effective long to short term forecasting, to deliver the right people in the right place at the right time
  • Make recommendations to key stakeholders to guide decisions and improve performance and commercial metrics
  • Lead, develop and motivate a team of planning analysts to define and manage the demand and resource plan enabling service delivery and budget delivery at optimal costs
  • Communication of key service level impacts with proposed resolutions to key stakeholders
  • Provide recommendations to the operation to support with efficiencies and improve the service delivered to the customer whilst analysing any changes made
  • Review and recommend best practice techniques based on current external trends and competitor analysis
  • Develop a robust process for the planning cycle which can be used across all brands, allowing cross functional support across the team
  • Implement a robust handover process throughout the Planning cycle, ensuring that the feedback loop between the team provides a comprehensive view of the impact of change
  • Identify efficiency opportunities within the Contact Centre and present these to the operational stakeholders with recommendations for execution
  • Understanding financial performance against budget on a weekly/monthly/quarterly and annual basis and the ability to understand the related business performance issues
  • Review actual volumes vs forecasts and revise plans whilst keeping all stakeholders updated through clear and concise communication
  • Standardising all Strategic Planning processes across all brands as well as outputs across the Contact Centre, ensuring that communication of the plan is clear and all-encompassing. 
  • Build and maintain structured and robust forecast models consolidating the operational FTE and cost forecast, evolving to reflect business change

What you need to know and show

  • Previous experience of Resource Planning at a Management level, and in a similar role
  • A proven track record of implementing and developing market leading Contact Centre planning techniques
  • Experience of managing significant change / service improvement projects
  • Proven knowledge and experience of ACD and workforce management technology (Knowledge of Verint an advantage)
  • Advanced knowledge of Microsoft Excel
  • Numerate and analytical, and able to develop a mixture of simple & sophisticated forecasting models requiring collaboration and involvement from a wide range of contacts within distributed organisations
  • Be fluent in the production of enterprise-wide headcount models, integrating varying efficiencies, schedule efficiencies, service levels, and contact routing architectures
  • Experience of building, presenting, and defending multi-million-pound budgets is essential
  • Experience of implementing forecasts and headcount models into operational reality, working with recruitment, training and operational teams to deliver to plan
  • Advanced knowledge of the end to end resource planning methodologies and contact centre dynamics
  • Strategic thinking to outline and deliver operational plans
  • Excellent stakeholder engagement skills with the ability to negotiate and influence across all levels 
  • Effective influencing, negotiating and decision-making skills 
  • Thorough understanding of long-term resource planning, budgeting and scheduling processes
  • Understanding of the potential impact of change upon the Operation associated with initiatives such as new product releases, changes to call routing strategy or the IVR

Please note this role offers remote working with the requirement to travel to our Widnes Contact Centre (WA8 8HS) on an ad hoc basis.

What you'll get in return

As a Strategic Planning Manager you’ll receive a host of great benefits. As well as a competitive salary, rewarding bonus scheme, you will receive a range of learning and development opportunities, 24 days’ holiday (with the opportunity to buy extra holidays), a save-as-you-earn scheme, pension and staff discounts at Argos, Sainsbury’s and Habitat.

Here at Sainsbury’s we’re a proud equal opportunities employer that values diversity at every level of our business. Inclusion and Diversity are fundamental to our culture and values, fostering an innovative, collaborative and fast paced work environment that means we can build a better future for our colleagues and our customers. Everyone is welcome at Sainsbury’s. Want to find out more? Then visit our Values & Culture page on our Careers site – https://sainsburys.jobs/working-at-sainsburys/values-culture/

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