UK - Contact & Capacity Planning Manager in Kilmarnock

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary:

The Dialler & Capacity Planning Manager role is focused on driving business improvements, by being solutions focused and implementing a high-performance culture. The primary activity of the role is to lead, manage and optimise the UK dialler and contact operations teams, whilst ensuring compliance against all OFCOM guidelines. Focus will also be on analysing the performance of various data streams across different campaigns, identify opportunities for improvement to our dialler and non-voice strategy and implement these to assist the continual growth and development of the business. In addition, lead the capacity & resource planning process and delivery for the UK business. Experience required of forecasting and planning for a multi-channel environment (Dialler Outbound, Inbound, SMS, Email, Webchat). The role will require the challenging of existing technologies and processes and the ability to identify & implement new technology where it aligns with and benefits company strategy.

Main Duties and Responsibilities:

• Lead, manage and optimise the dialler operations across the relevant areas of control
• Fully understand and ensure compliance of all OFCOM guidelines
• Lead, manage and develop a multi-disciplinary team
• Analyse the performance of various data streams across different campaigns to identify and implement opportunities for improvement
• Own the Headcount model and recruitment requirements for the relevant jurisdictions. Use effective methods for short and long-term forecasting across all channels to ensure the right staffing levels are implemented and maintained
• Plan, schedule and deploy resources as required to meet the operational needs for special operations, pre-planned events and unforeseen circumstances
• Record and manage long term and short notice abstractions to maintain reliance levels, continually revising duties to ensure demand is met
• Implement amendments to shift patterns and ensure staff are provided with rotas and shift changes in a timely manner
• Seek out new technology to support the Dialler, Capacity & Resource Planning strategy with a keen emphasis on driving efficiency and customer satisfaction
• Provide finance with resource model for Operations to enable budget, forecast & LTP – including assumptions
• Communicate plans and forecasts to internal stakeholders and review plans to ensure efficient resource utilisation

Stakeholder Management:

The Dialler & Capacity Planning Manager will work closely with Operations leadership, Team Leaders, Finance, and HR to ensure planning assumptions are understood and aligned. The role will work closely with the European Contact Technology and IT Technology teams, ensuring best practice is shared and any issues and/or incidents are promptly resolved.

Experience/Qualifications

Essential

• Experience in optimising performance across contact centres and communication channels to deliver effective and efficient customer service
• Knowledge of contact centre fundamentals
• Experience of working within a contact centre environment
• Excellent understanding of Capacity & Resource planning methodologies
• Organised and detailed with excellent analysis and presentation skills
• Excellent problem-solving skills - ability to define and deliver continuous improvement initiatives, performance enhancements and overcome barriers to success
• Proficient in all MS Word packages, particularly Excel (Intermediate-Advanced knowledge)
• Analytical and quantitative skills; experience using data and metrics to build resource models, test theories, confirm assumptions, and measure success
• Self-motivated

Desirable

• Experience of Workforce Management tools

Leadership and Engagement

Drive and lead a high performing team, adding value to the business, ensuring to seek advice on people and performance matters where appropriate. Attract, engage and retain a high caliber team. Develop the ability of the team to perform and contribute to the organisation by providing ongoing feedback and by providing opportunities to learn. Embed and develop a high performance culture with specific focus on capability, effectiveness and delivery against the team and overall business objectives. Lead by example being an advocate for the PRA culture and values, using effective leadership, coaching and engagement to lead and drive the team to success.

Compliance Responsibilities:

All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management including:

• Taking accountability for their own actions, decisions, and professional conduct.
• Adhering to all relevant regulatory requirements, such as those set out by the appropriate regulator.
• Following the Company’s policies, procedures, and conduct standards at all times and participating in the management of risks.
• Monitor for and promptly escalate any actual or suspected non-compliance with policy, regulation, or breach of local legislation.
• Completing mandatory compliance and risk training in a timely manner and applying the learning in day-to-day activities.
• Contributing to a culture of good governance, risk awareness, and customer-focused conduct by embracing PRA’s values and Group Code of Conduct which adheres to the highest standard of ethics.
• Co-operating fully with internal reviews, audits, or regulatory investigations if required.
• All staff are expected to understand the compliance risks relevant to their role and seek guidance where appropriate.
• Champion a workplace culture that upholds compliance, integrity, and accountability within their own team and throughout PRA Group.
• Ensure that staff understand and adhere to relevant regulatory requirements and internal policies and contribute to the active management of risks.
• Monitor team activity for compliance with procedures and escalate any actual or potential compliance issues promptly.
• Support the delivery and monitoring of compliance-related controls, such as quality assurance, file reviews, or exception reporting.
• Ensure timely completion of training by team members and address any gaps in understanding, behaviour or competence.
• Actively engage with internal compliance, risk, and audit teams to support regulatory compliance, effective issue resolution and promote good management of risks.

PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.