About the job
Resourcing Planning and Process Improvement Manager
Join a leading Utility company in Birmingham as a Resourcing Planning and Process Improvement Manager. We are seeking a skilled professional with a proven track record in resource planning and process enhancement.
In this pivotal role, you will oversee reporting and analytical functions while managing the operational aspects of our Call Centre. Your insights will drive process improvements as you evaluate departmental workflows and recommend impactful changes. A strong background in project management and workforce management systems is essential.
Reporting directly to the Operations Manager, your primary focus will be on developing strategic and tactical resourcing capabilities within the Customer Service Department.
Key Responsibilities:
- Collaborate with departmental managers to produce and document monthly reports, ensuring timely delivery and alignment with critical meeting deadlines.
- Establish a system for tracking and measuring progress against strategies, operational plans, and key performance indicators (KPIs).
- Design and implement planning, scheduling, and reporting controls for the Customer Experience division.
- Enhance workforce planning capabilities to create resource plans and manage shift patterns while adhering to KPIs and controlling overtime budgets.
- Develop new processes to maintain consistency across all business areas.
- Assess and recommend changes to current processes within departments.

