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This role is an exciting opportunity to join us and work within our Sky Business Team.
Enjoy a generous pension and 25 days paid annual leave.
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As an experienced contact centre Planner you will help plan supply for customer contacts across a range of channels. You will be working in an end to end planning environment, involved in multiple aspects of the resource plan including the short term forecast, shrinkage forecasting, shift design and handover to live operations.
You will own the weekly outlook plans for operational areas, ensuring that supply plans are robust and effectively communicated. You will guide the workload and quality of the planner team to ensure best balance for our people and customers.
You will work closely with operations to create and support effective paths to success ensuring shift-fit and shrinkage remain within budgeted variance. Own the production and development of reporting solutions that support the contact centre operation to deliver operational efficiencies, service delivery targets and enhanced data driven decision making.
- Continually review shifts, delivering short and long term solutions to meet the changing needs of the business - Be a primary point of contact for operational stakeholders - Ownership for the accuracy and quality of all shrinkage forecasting - Identify opportunities for improvement and future proofing our supply planning processes - Utilise 'what if' scenario modelling and impact analysis - Identify and understand supply trends and highlight risks and opportunities - Implement consistent resource optimisation processes and methodologies - Provide direction and support to Planners to ensure all scheduling activities are planned effectively - Prepare schedule effectiveness and resourcing reporting - Work collaboratively with the wider planning team to implement effective end-to-end plans - Drive business improvement by standardising KPI and insights for consistency of understanding - Demonstrate how reporting has enables stakeholders to increase operational efficiency
- Significant experience within the Scheduling discipline of resource planning
- Experience of working in large, multi-skilled call centre environments - Experience of managing resources to a controlled and defined budget - Ability to manage and influence stakeholders - Commercial focus in recommendations and decision making - Analytical and logical thinker with the ability to apply creative solutions to resource constraints - Knowledge of planning response to marketing campaigns - Able to work both tactically to provide on-point and on-time reporting solutions
So, what are you waiting for? Apply now for a chance to forge your own career path and be brilliant as part of a bright, talented team.
Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions, we might withdraw the offer.
We're happy to discuss flexible working.
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