UK Contact & Capacity Planning Manager in Kilmarnock

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, identifying opportunities for improvement to our dialler and non-voice strategy and implementing 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.

• 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.

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 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.

• Experience of Workforce Management tools.

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.

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.
• Monitoring for and promptly escalating 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.
• Championing a workplace culture that upholds compliance, integrity, and accountability within their own team and throughout PRA Group.
• Ensuring that staff understand and adhere to relevant regulatory requirements and internal policies and contribute to the active management of risks.
• Monitoring team activity for compliance with procedures and escalating any actual or potential compliance issues promptly.
• Supporting the delivery and monitoring of compliance-related controls, such as quality assurance, file reviews, or exception reporting.
• Ensuring timely completion of training by team members and addressing any gaps in understanding, behaviour or competence.
• Actively engaging with internal compliance, risk, and audit teams to support regulatory compliance, effective issue resolution and promote good management of risks.