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- Tasks: Lead resource planning and process improvement in a dynamic call centre environment.
- Company: Join a forward-thinking utility company with a fresh and modern workplace.
- Benefits: Enjoy free tea/coffee, pension, career progression, and flexible working options.
- Other info: Work in a vibrant setting with a pool table and lounge area.
- Why this job: Make a real impact by optimising processes and enhancing customer experience.
- Qualifications: Experience in contact centre operations and strong Excel skills required.
The predicted salary is between 40000 - 50000 £ per year.
I am currently working with a fantastic Utility company who are looking for an experienced Resource Planner and Process Improvement manager. You will be responsible for all aspects of reporting and analysis and be accountable for the operational management of the Call Centre. You will play a key part in process improvement by reviewing each department's processes and making recommendations for improvement. You will ideally have experience within projects and WFM systems.
This role will hold responsibility for:
- Working with other department managers to develop and record monthly reporting activity for the function ensuring timely production of reports and alignment with key meeting deadlines.
- Creating a tracking and measurement system to ensure progress is monitored and reviewed against the strategy, operational plans and achievements of KPI’s.
- Developing and implementing a planning, scheduling and reporting control capability for the Customer Experience area.
- Developing the workforce planning capability to produce resource plans and shift patterns across the area, whilst managing KPI/SLA's and controlling the site's overtime budget.
- Creating new processes within the department to ensure a consistent approach is maintained across all areas of the business.
- Reviewing all current processes and recommending changes within departments.
Skills / Experience Required:
- Experience of working in an operational role in a Contact Centre environment.
- Able to work flexibly and under pressure in a fast-paced, dynamic environment.
- Strong Excel skills, including Pivot Tables and V-lookups.
- Good understanding and extensive experience of performance management and implementing/delivering high performance across multiple departments.
- Strong financial management, with experience of planning financial budgets.
- Ability to produce, analyse and interpret large sets of data and produce relevant MI reports.
- Strong presentation skills, with experience of process improvement.
Hours of work will be between 8am and 6pm with some flexibility required to work occasional late shifts to 8pm to understand operational requirements, and a Saturday from time to time. There may be some flexibility to work from home once you have established an understanding of the role. Fresh modern call centre, free tea/coffee, pool table, lounge area and other benefits such as pension and career progression.
Resourcing Planning and Process Improvement Manager in Birmingham employer: Immediate Response Recruitment
Contact Detail:
Immediate Response Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resourcing Planning and Process Improvement Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those working in utility companies or contact centres. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to resource planning and process improvement. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Show off your Excel skills! Be ready to discuss how you've used tools like Pivot Tables and V-lookups in past roles. Maybe even bring along a sample report to demonstrate your analytical prowess during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company.
We think you need these skills to ace Resourcing Planning and Process Improvement Manager in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Resourcing Planning and Process Improvement Manager. Highlight your experience in operational roles, especially in contact centres, and showcase your skills in reporting and analysis.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past work where you’ve improved processes or managed resources effectively. This will help us see how you can add value to our team.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Explain why you’re passionate about this role and how your background aligns with our needs. Be sure to mention your experience with WFM systems and performance management.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Immediate Response Recruitment
✨Know Your Numbers
As a Resourcing Planning and Process Improvement Manager, you'll need to be comfortable with data. Brush up on your Excel skills, especially Pivot Tables and V-lookups, so you can confidently discuss how you've used data to drive decisions in previous roles.
✨Showcase Your Process Improvement Skills
Prepare specific examples of how you've successfully improved processes in past positions. Be ready to discuss the challenges you faced, the strategies you implemented, and the results achieved. This will demonstrate your ability to make impactful changes.
✨Understand the Company’s Operations
Research the utility company thoroughly. Understand their current operations, challenges, and any recent news. This knowledge will help you tailor your responses and show that you're genuinely interested in contributing to their success.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities in a fast-paced environment. Think about how you would handle resource planning under pressure or manage KPIs effectively. Practising these scenarios will help you articulate your thought process clearly.