An exciting opportunity to join the Capita Customer Experience Planning team – now part of a global shared services model promoting best practice in planning methodologies & technology and a chance to be part of an international network of planning experts.

The role will have responsibility for delivery of all planning services (short and long term forecasting, scenario modelling, Capacity Planning, Scheduling) on a diverse Financial Services client account working with an existing team of analysts and senior analysts. The successful applicant will have the opportunity to develop strategic relationships with an extensive stakeholder group of senior colleagues to add value and inform the strategic direction of the business.

What you will do:

  • Manage, motivate and develop a team of planning specialists, maximising capability within the team through strengthening their ability to deliver excellent results.
  • Design and implement resource requirements or propose new modelling solutions in response to client issues or additional work stream requests
  • Identify behavioural operational issues/trends that impact profitability available time, schedule adherence) and work with CCM Key Stakeholders to address such issues developing continuous improvement strategies that optimise the profitability of clients
  • Senior planning representation at key meetings ie mini MPR, client strategy reviews, cross functional sessions.
  • Work with Operations Directors, Senior Operations Managers and Heads of Finance to ensure that contracted service levels are met by improving schedule efficiency, utilisation, adherence and productivity and proactively identify issues working with key stakeholders and the Client (where appropriate) to resolve issues
  • Analyse client specific information, such as long term forecasts and call routing strategies between clients own and CAPITA call centres to improve the efficiency of their business through better utilisation of their resources
  • Influence and assist Operational Directors in prioritising client specific requirements, to deliver overall optimal business benefit and assist in managing client expectations.
  • Your experience will include:

  • Experience of large scale, multiple client/dimension resource planning
  • Knowledge and application of planning theories and forecasting methods Regression techniques
  • High level understanding of how Call Centre operations work
  • Knowledge and application of Call Centre switches/network level routing /skill based routing desirable
  • Knowledge and application of Planning specific software – Aspect, Aspect Perform and eWFM
  • Excellent financial, commercial and strategic judgement
  • A team builder and leader with a passion for excellent delivery – ability to delegate effectively. Ensure roles and responsibilities are clear, with efficient use of team.
  • Comfortable with ambiguity and able to operate effectively within a constantly changing environment. Maintains composure in highly stressful or adverse situations, employing reason-driven decision-making. Ability to ask for help when needed
  • What’s in it for you?

    There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

    Who are we?

    At Capita Experience we provide first-class customer services on behalf of other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back-office processing staff. Working across 19 contact centres in the UK, India, Poland and South Africa, we pride ourselves on providing exceptional customer service to customers for a range of big-name clients like Virgin Media O2, Samsung, Transport for London, RSPCA and William Hill.

    What’s next?

    If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.

    Equal Opportunities

    We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.

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