Workforce Planning Manager

Workforce Planning and Capacity Manager

Permanent

Grade 5 - £41,511 - £49,764

Consultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

This is an exciting role within the Customer Services Contact Centre to provide Resource planning ,Scheduling and Real Time (intraday) management services to key stakeholders within Birmingham City Council. The Planning and Capacity Manager will be responsible for leading the team of resource planning specialists as well as owning the long- and short-term capacity plans and be integral to the successful delivery of all Contact Centre service levels and objectives.

Operationally our Contact Centre handles a wide range of channels including social media, voice, email, chat and extensive experience in large multi-channel contact centre essential. The role will be home based with direct reports also working from home, however there may be occasions when travelling to meetings in Birmingham City Centre will be required.

We are looking for the following:

• Proven experience in leading small teams of specialists
• Extensive experience with a Workforce Optimisation tool in a Contact Centre environment.
• Experience in forecasting and capacity planning.
• Proven delivery of change.
• Proven knowledge and experience of the concept of staffing shrinkage and roster efficiency.
• Excellent oral and written communication skills to deliver resource planning information that is understood.
• Proven organisational and planning skills and ability to deliver on time to tight deadlines.
• Exceptional planning and organisational skills.
• Able to build strong working relationships with peer group.

Birmingham City Council is a Disability Confident Leader and committed to a fair, supportive, and inclusive recruitment process. Please let us know if you need any reasonable adjustments or additional support during your application.

For any informal enquires please contact: Nick Smith [email protected]