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For Companies At a Glance
- Tasks: Lead resource planning and capacity strategies for customer care across multiple sites.
- Company: Join the UK's largest employee-owned business, home to John Lewis and Waitrose.
- Benefits: Enjoy hybrid working, flexible hours, and a supportive work-life balance.
- Why this job: Be part of a purpose-driven team focused on innovation and excellence in retail.
- Qualifications: Extensive experience in resource planning and contact centre management is essential.
- Other info: Pre-employment vetting may be required; apply early as roles can close quickly.
The predicted salary is between 48000 - 72000 £ per year.
Location: Home location of Hamilton or Wilmslow, with hybrid working. Nationwide UK travel required for site visits.
Hours: 36.25, Monday to Friday core office hours
About the role
As Senior Planning Manager you will support the Operational Delivery Lead – Customer Care by owning the Resource Planning function, end to end. You will bring together all elements of Resource Planning from Capacity Planning to Service Delivery – this includes the Planning Managers (Capacity Planners), Short Term Forecasters and Scheduling and Service Delivery Team. You will ensure that all resource planning elements align with our Customer and Employee Experience strategy and delivery optimal service across the customer care estate. You will lead the development of long-term and short-term capacity plans based on comprehensive analysis of historical data and future trends across multiple sites and channels, providing direction to your team so they can deliver against the strategic goals of the Customer Care senior leadership team. You will also use your expertise to support the scheduling and service delivery team ensuring that all operational stakeholders are aligned to their agreed outcomes.
Key responsibilities of the role include:
- Strategic capacity planning: Lead the development of long-term and short-term capacity plans based on comprehensive analysis of historical data and future trends across multiple sites and channels.
- Collaborate with senior leadership: Work closely with the senior leadership teams across customer care to ensure alignment between objectives of the resource planning function and customer care operation.
- Advanced forecasting: Oversee the creation of accurate and sophisticated forecasts for call volumes, handling times, and other key metrics across various channels (phone, email, chat, social media). Implement advanced forecasting models and tools to enhance accuracy and responsiveness.
- Scheduling oversight: Direct the development and management of staff schedules to meet forecasted demand across different sites and channels. Ensure compliance with employment law, company policies, and industry best practices.
- Service delivery excellence: Ensure that service level agreements (SLAs) are consistently met or exceeded for all channels. Review and maintain the accuracy of the WFM Tool (Calabrio) and ensure best practices are embedded within the operational teams.
Qualifications and Experience skills you’ll need
Essential:
- Extensive experience in resource planning within a multi-site, multi-channel global contact centre environment
- Experience in contact centre capacity planning and resource planning models and best practice
- Experience in Contact Centre Scheduling and Service Delivery
- Ability to work under pressure and manage multiple high priority tasks
- Experience of people/team management responsibility
- Experience which demonstrates effective stakeholder management
- Experience of multiple Workforce Management Tools with hands on experience of Calabrio
- Advanced Microsoft Excel skills
Desirable:
- Experience of analysing data
- Experience working with BPO partners
- Experience of leading the development Capacity Planning Models
- Experience in What If modelling
About The Partnership
We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us. We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose. As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect. We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective. As Partners, we make all the difference. And, we all own it.
Important points to note:
It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles. We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants. We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.
Contact Detail:
John Lewis Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Planning Manager
✨Tip Number 1
Familiarise yourself with the latest trends in resource planning and capacity management. Understanding the nuances of multi-site and multi-channel environments will give you an edge when discussing your experience during interviews.
✨Tip Number 2
Network with professionals in the contact centre industry, especially those who have experience with Calabrio or similar Workforce Management Tools. Engaging in conversations can provide insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed capacity planning and forecasting in previous roles. Highlighting your strategic thinking and problem-solving skills will resonate well with the hiring team.
✨Tip Number 4
Research the company culture and values of StudySmarter and its partnership with John Lewis and Waitrose. Being able to articulate how your personal values align with theirs can set you apart as a candidate who truly fits the team.
We think you need these skills to ace Senior Planning Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive experience in resource planning, particularly within a multi-site, multi-channel contact centre environment. Use specific examples that demonstrate your ability to manage capacity planning and scheduling effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the company. Discuss how your skills align with the key responsibilities outlined in the job description, such as strategic capacity planning and advanced forecasting.
Showcase Relevant Skills: Emphasise your advanced Microsoft Excel skills and experience with Workforce Management Tools like Calabrio. Provide examples of how you've used these tools to enhance service delivery and meet SLAs in previous roles.
Highlight Stakeholder Management Experience: Demonstrate your effective stakeholder management experience by providing examples of how you've collaborated with senior leadership teams to align objectives and drive results in resource planning functions.
How to prepare for a job interview at John Lewis Partnership
✨Understand the Role Thoroughly
Before the interview, make sure you have a solid grasp of the Senior Planning Manager role. Familiarise yourself with key responsibilities like capacity planning, forecasting, and scheduling oversight. This will help you articulate how your experience aligns with their needs.
✨Showcase Your Analytical Skills
Given the emphasis on data analysis in this role, be prepared to discuss your experience with historical data and forecasting models. Bring examples of how you've used data to drive decisions in previous roles, especially in a contact centre environment.
✨Demonstrate Leadership Experience
As this position involves leading a team, highlight your people management skills. Share specific instances where you've successfully managed teams, resolved conflicts, or improved team performance, particularly in high-pressure situations.
✨Align with Company Values
Research the company's values and culture, especially their focus on partnership and kindness. Be ready to discuss how your personal values align with theirs and how you can contribute to creating an inclusive and thriving work environment.
