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Resourcing Planning and Process Improvement Manager

On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Required Skills and Experience:Experience in an operational role within a contact centre environment. Able to thrive under pressure in a fast-paced, dynamic workplace. Proficient in Excel, including Pivot Tables and V-lookups. Strong background in performance management and the ability to implement high performance across multiple departments. Solid financial management skills, including budget planning. Capability to analyze and interpret extensive data sets, producing meaningful management information reports. Excellent presentation skills and a background in process improvement initiatives.

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.

About Immediate Response Recruitment Ltd

Immediate Response Recruitment Ltd is dedicated to connecting talented professionals with leading companies in various sectors, including utilities. We pride ourselves on fostering a dynamic work environment that supports career growth and development.

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