About the Role
As a Workforce Planning and Performance Lead, you will be responsible for ensuring that resources are allocated and scheduled in a timely and efficient manner across the operation, for the entirety of its service provision and resource pool. Providing accurate forecasting of contact volumes and processing volumes, ensuring that resource level meet demand to achieve service level agreements (SLAs).
You will also be responsible for providing analytical output and insight through the production and use of data for robust resource planning and management information within the Customer Operations team.
Responsibilities
What you’ll be doing:
1. Workforce Planning
* You'll lead the planning that keeps our operation running smoothly and efficiently.
* Build, develop and maintain a workforce planning model that delivers the most effective forecasting of resource requirements across the operation.
* Produce and maintain reports to show current staffing levels, work patterns and attendance by skill set across Customer Operations, as well as future forecasting and expectations for ongoing plans
* Build strong relationships with other CITB Teams (incl. Product and Communications and Marketing teams) to understand their plans and actions that may impact resource planning assumptions
* Produce and communicate weekly/monthly resource planning data to relevant teams
* Analyse current and historical data, forecasting projections, seasonal trends, and monitor real-time performance. Making recommendations to the Customer operation management team as appropriate
2. Performance Reporting
* You'll turn data into meaningful insight that drives better decision-making.
* Lead on the delivery of management information (MI) reports and dashboards, working with the Customer Operations management team and their stakeholders to define robust MI underpinned by agreed service levels for each of the product and service areas.
* Ensure positive relationships are built with managers across Customer Operations to ensure that managers’ data needs are captured and managers are supported in interpreting data
* Work in conjunction with the DDaT team to put in place automation and self-service mechanisms for the operational team.
3. Service Delivery and Continuous Improvement
* You'll help shape how we continuously improve our service for customers and colleagues.
* Support the Team Leaders with input on service delivery to optimise productivity and customer experience.
* Monitor and analyse reports, identifying trends and using data and insights to make recommendations for continuous improvement
* Use up to data resource data and industry best practice to inform the operation of any emerging issues to mitigate risks to the operation
* What we’re looking for:
* We're looking for someone who combines analytical expertise with strong communication and stakeholder management skills.
Essential:
* Workforce Management (WFM) fundamentals for effective resource scheduling
* Advanced Excel skills and the ability to load data into databases and interrogate data accordingly
* Extensive experience in data analysis, collating MI requirements against agreed service levels and operational KPIs, reporting and process improvement
* Ability to produce and interpret MI reports and present to all levels of management
* Excellent interpersonal skills with the ability to communicate at all levels across the organisation
Desirable
* Educated to A-level standard, or equivalent standard in a ICT related discipline or with significant alternative experience
* User of a mainstream Workforce Management (WFM) Tool for schedule creation
* Experience of contact centre real time management using a wide range of forecasting tools and approaches
* Experience of working in a planning department and utilising planning tools within a customer service or contact centre setting
Other Requirements
* Compliance checks to be completed in line with the Safer Recruitment Policy, depending upon location
* Role could be identified as ‘Incidental’ contact and will require Disclosure & Barring services (DBS) checks
* Compliance with CITB working arrangements policy
* Ability to travel across CITB locations, and occasional wider travel as required.
* The post may require some working of non-standard hours as workload dictates
Why join CITB?
* Free onsite lunch at NCC sites
* Subsidised Costa Coffee on site at NCC Bircham
* Free onsite parking
* Free onsite gym at Bircham Newton
* 25 days holiday + bank holidays
* 3 additional days Christmas shutdown
* Generous pension scheme (up to 9% employer contribution)
* Life assurance (4x salary)
* 2 paid volunteering days per year
* Professional development & funded training qualifications
* Employee Assistance Programme
* Be part of a respected organisation shaping the future of UK construction
Closing Date
Please note that we reserve the right to close the vacancy prior to the stated closing date. Applications will be reviewed on an ongoing basis, therefore early applications are encouraged to avoid disappointment
Salary description
£42642.00 - £42642.00 per year