Planning and Capacity Manager
Planning and Capacity Manager
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£ 41511 - 49764
1 Vacancy
Job Description
Planning and Capacity Manager
Permanent
Grade
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.
Please upload your up-to-date CV via the attachments part of your application this is required for shortlisting. Unfortunately we cannot consider any applications without a CV attached
Birmingham City Council is an accredited Disability Confident Leader employer andwe arecommitted to employing retaining and developing all of our people.
We are dedicated to supporting internal mobility and the development of our people. As such applications from internal employees and those under S118 will be given priority and reviewed before external applications are considered.
We want to ensure your recruitment journey with us is a positive and equitable one so please let us know if there are any reasonable adjustments additional support accessibility needs or if there is any way in which we can support you through your application.
For any informal enquires please contact:Nick Smith
We welcome applications from people with caring responsibilities and flexible working options will be considered.
Proof of Right to work in the UK will be required for all applicants in accordance withUK Home Office requirements before any employment offer can be confirmed.
Job Description and PersonSpecification
We strive to advertise all roles for a minimum of two weeks. However due to high application volumes vacancies may close earlier than the stated deadline. We encourage you to submit your application without delay to ensure consideration.
Required Experience:
Manager
Employment Type
Full-Time
