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Tactical Planner

17 September 2021

Tactical Planner

Leeds Based, Hybrid working

What you'll do
Working as part of an integral team within Customer Experience, Tactical Planners are responsible for managing all day-to-day processes in support of the operation to achieve business service levels and maximising efficiency and occupancy. As a Tactical Planner you will be proactive in trend analysis, being a confident decision maker whilst basing your conclusions on real time staffing levels and contact volumes.

  • Provide real time insight into the Customer Experience Centre capacity management and take action where needed
  • Manage incidents (process or technical) which impact service delivery through to resolution and impact analysis
  • Work with operational stakeholders to drive out business continuity plans so that customer impact is minimal
  • Manage changes to scheduling and live forecasts to give an accurate view of delivery commercials against service delivery
  • Work alongside the Resource Planning Team to ensure we are continually improving and refining our planning process
  • Work with Team Managers to drive productivity and maximize efficiencies

Monday to Sunday – Shift

How you'll do it

  • Strong reporting and analytical skills, being able to spot trends and make sound recommendations to improve service levels
  • Proactive approach to problem solving with a solution mind-set
  • Prior experience working in a fast-paced environment – ideally including Contact Centre’s
  • Stakeholder management experience
  • Experience using Salesforce and internal intranets
  • Experience using a Workforce Management Tool – ideally Aspect
  • Working hours are 37.5 hours per week on a rolling schedule, 5 days from 7 (Monday – Sunday) with shifts between the hours of 0700 – 0000.

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