Careers at comxo

Resource planning Manager

Location

Datchet / Office Based

Hours & Working pattern

37.5 hours / Mon – Fri

Department

Switchboard

What will you be doing?

The Resource Planning Manager is responsible for resourcing a busy, multi-team switchboard which operates 24/7/365.

The role requires in depth knowledge and deep understanding of how to accurately forecast, plan, support and report on all aspects of resource management.

The successful role holder will have a personable approach with the ability to display ComXo’s core values (Politeness, Professionalism, Proficiency & Personality) by balancing the needs of the business resource requirement and the flexibility requests of our staff. Attention to detail and a curiosity to interrogate data trends is a vital skill for this role.

Your main responsibilities

Forecasting:

  • Create and maintain daily, weekly, monthly and yearly volume forecast.
  • Create and maintain daily and weekly ‘curves’.
  • Use Erlang calculations to determine resource requirement.
  • Adjust and maintain forecast in Workforce Management (WFM) system (Injixo).
  • Calculate and adjust requirements within WFM.
  • Providing long and short term recruitment plans detailing FTE requirements.

Planning:

  • Complete capacity planning to inform recruitment, holidays, and colleagues scheduling.
  • Owning all administrative tasks associated with the WFM.
  • Manage shift bidding and allocation fairly and in a timely manner.
  • Ownership/management of employee rotas.
  • Manually checking rota for possible improvements.
  • Scheduling all non-call taking activities as required, whilst maintaining sufficient cover.
  • Management of Switchboard annual leave.
  • Supporting with real time rota changes.
  • Upkeep and maintenance of the WFM.

Reporting:

  • Producing the recurring MI suite including the forecast, planning, WFM and capacity reports.
  • Create meaningful interpretation of forecast data to allow decision making.
  • Review forecasting and resourcing trend analysis to identify opportunities and potential risks.
  • Analysing call and staff forecasts to identify needs and corrections.
  • Able to present data insights in a concise and engaging manner.
  • Creation of Ad hoc and new recurring reports as required.

Additional Responsibilities:

  • Regularly communicating rota changes, updates and amendments to relevant stakeholders.
  • Work closely with the management team to ensure SLAs and KPIs are achieved consistently.

Any other relevant duties that are required, from time to time.

competencies
Competencies that are identified to clearly define the essential functions of this role.

Problem solving

The ability to judge information adequately and to come up with effective solutions

Gather information

The focus and the ability to study and understand data, problems or persons, and - in general - to be informed on a specific topic

Analysis

The ability to gain insight into complex data through research, logical reasoning and connecting variables

Automonomy

The ability to act according to own insight and to handle independently diverse situations and problems. Be able and willing to take a stand and defend it

empathy

The ability and willingness to understand the thoughts, feelings and concerns of others and to act accordingly

Collaboration

The ability and the willingness to work in a team and to actively contribute to the shared results.

Communicate

The ability and willingness to initiate contacts and to communicate in a clear manner

planning

Bring structure into timing, resources and space and to be able to determine priorities when handling tasks or problems

decisiveness

Willingness and ability to decide and act, despite incomplete information or time pressure

Accuracy

The ability to perform tasks meticulously and to obtain a high degree of accuracy and completeness due to considerable attention for details

initiative

The ability to detect and use opportunities by initiating things opposed to remaining passive. The willingness to take action, even when not explicitly called for

efficiency

The ability to manage efficiently the available time, efforts and resources, in function of the circumstances

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