Real Time Planning Manager

Key purpose:

Reporting to the Head of Planning, this extremely varied role will be to support and develop your team. To oversee the management of the real time delivery of our advisers and support the interaction with operational teams and client resource planning teams.

Duties and responsibilities:

• Proactively monitor the performance of the advisors and work with the operational teams to deliver Real Time KPIs
• Service levels and calls answered goals
• AHT performance
• Schedule conformance and adherence
• Provide daily feedback to the planning team on the effectiveness and accuracy of plans being completed.
• Effective communication with the client resource planning teams on our staffing levels to enable the client to make informed decisions on the throttling of calls to partner sites.
• Post-day analysis on main KPIs and performance of teams to enable the operational managers to optimise their teams performance.
• Accountable for escalation of any immediately impacting issues either with resource levels or systems
• Client relationships
• Experience of managing a real time team, ideally within an outsourced contact centre environment
• Well versed in the provision and design of commercially aware resource models
• Experience with workforce management system NICE WFM ( IEX ) experience preferred but not essential
• Ability to develop real time strategies used to deliver client requirements
• Previous experience of working in a fast paced, cross-functional group
• Highly developed stakeholder management skills
• Ability to challenge and question trends to address issues and identify opportunities for financial growth
• A high level of accuracy and attention to detail
• Strong analytical, communication, management and organisational skills
• Advanced Excel skills
• Awareness of commercial models employed within the accounts and the impacts of their teams decisions on financial performance.

Qualifications and experience:

• At least 3 year minimum experience in managing a team
• Degree qualification in Math
• Proven experience in a Real Time delivery environment
• Professional qualification in Planning