As the Business Planning Manager, you will be responsible for supporting client relationships from a planning perspective, owning internal relationships with key operational stakeholders/support teams and driving effective relationships with our off-shore planning teams. You will also take a lead in ensuring planning processes for your operational units are robustly governed.
This is a hybrid role working around 2 days per week in our Little Island office.
Job Title
Business Planning Manager
Job Description
What you’ll be doing:
- Formulating actual and future resource requirements to support business decisions around training and recruitment
- Formulating budget assumptions and future resource requirements for existing clients and work with Finance and Operational teams to agree long-term budgets
- Ensuring the forecasting process for the accounts within remit are in line with contractual requirements/agreed client governance.
- Supporting senior management to analyse client information to improve the efficiency of their business through better utilisation of their multi-channel resources
- Designing schedules which meet contractual service levels with consideration for agent engagement where possible.
- Where appropriate work with our off-shore planning teams to support them to deliver the required level of service for our clients in a robustly governed way
- Owning client and senior internal stakeholder relationships from a planning perspective and work with support teams (e.g. Recruitment, Training, Finance, BI, etc.) as appropriate.
- Supporting the change process, adequately challenging and providing input for change controls in a timely fashion.
- Supporting senior management to ensure account(s) within remit adhere to agreed planning governance structures.
- Work with senior operational stakeholders (e.g. Operations Director) to ensure that contracted service levels are met by improving schedule efficiency, utilisation, adherence and productivity and proactively identify service delivery issues
- Line management of Resource Planner(s).
What We’re Looking For
- Knowledge of planning theories and forecasting methods
- Knowledge of Call Centre switches/network level routing /skill based routing desirable
- Knowledge and application of Planning specific software – Aspect, Aspect Perform and eWFM
- Knowledge of commercial mechanisms used in outsourcing
- Experience of planning space /seating requirements
- Experience working with/leading off-shore teams desirable
- Strong communication and influencing skills
- Experience of large scale, multiple client/dimension resource planning
- Ability to propose creative solutions rather than tried and tested methods
- Excellent presentation skills
We can only consider application from those residing in the Republic of Ireland.
Location:
Little Island
,
Ireland
Time Type
Full time
Contract Type
Permanent
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