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Resource & Planning Lead - Bournemouth

31,590 P.A. ?
Bournemouth International Airport
Ageas Limited

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Planning Lead - Bournemouth: Ageas in Bournemouth are looking for an experienced Planning Lead, to join our Resource and Planning team.

Crucial to the delivery of our Bournemouth Contact Centres monthly operational plan across a multi-product and multi brand environment, the successful Planning Lead will ensure that service levels and commercials are achieved. The successful Planning Lead will also support the consolidated multi-site monthly planning cycle & process and own the site monthly plans to optimise resource utilisation and campaign performance, with effective management of the workforce management and dialler systems.

The successful Planning Lead will use their excellent communication skills to ensure Stakeholders of all levels are kept up to date about real time and revised weekly performance. The Planning lead will also be confident giving feedback and making recommendations to stakeholders to improve data, operational and system performance along with suggestions to enhance customer experience.

Below are some of the key responsibilities of the Planning Lead opportunity, based in Bournemouth:

  • Understand the Month Ahead plan, taking necessary actions to deliver the required resource profile to deliver results.
  • Own the Week Ahead process and statement, reviewing performance month to date and re-forecasting performance for the rest of the month, taking actions to optimise output.
  • Complete the monthly planning cycle through ownership of the Day Ahead and real time process to deliver service level and income.
  • Manage shrinkage thresholds, yearly/monthly/weekly/daily, to deliver required resource.
  • Agree and manage a RAG service agreement with Operations, giving clarity of services provided and actions to be taken, by whom, in stages of service level failure.
  • Establish a robust contingency planning process to optimise performance results and ensure business continuity.
  • Provide stakeholders with detailed updates and commentary throughout the monthly planning cycle, highlighting risks and opportunities including month ahead and look backs.
  • Maximise Campaign performance through designing and managing effective daily/weekly/monthly dialling strategies which maximise Outbound revenue.
  • Chair weekly campaign reviews with Campaign Managers and Operations, making recommendations to optimise commercial performance.
  • Own the collation of accurate weekly resource position for the site, outlining status and reason for change.

The successful Planning Lead will have the following key skills, competencies and experiences:

  • 3 years resource planning, scheduling and real time management experience with a proven track record in managing and optimising WFM systems, ideally including IEX.
  • 3 years dialler management experience with experience in both progressive and predictive diallers, ideally Avaya Proactive Contact and Call Media is desirable but not essential.
  • Line management and people development experience.
  • Full understanding of business targets with focus on delivering commercial results.
  • Self-starter with excellent levels of numeracy and strength of character to assume ownership of issues.
  • Intermediate Excel skills.
  • Excellent detailed understanding of Ofcom and compliance rules and regulations.

About #AgeasUK

We’re an award-winning, international insurer with key markets in Europe and Asia and go back a fair bit too - almost 200 years. Fast-forward to today and we’re proud to be one of Europe’s top 20 insurance companies. Our UK team of 3,000, stand shoulder-to-shoulder with our most important people – our customers. We are recognised for our excellent insurance cover and being easy and straightforward to deal with. Plus, we understand the need for choice, which is why our insurance can be bought with us directly, and through aggregator sites as well as through our broker relationships and our leading partnership brands. We have around 5 million customers and have a first-class attitude when it comes to being there for them when they need us most. Don’t just take our word for all this though, we’ve scooped a Gold Standard Insurance Award for the last nine years running which speaks volumes about our dedicated teams across our UK offices based in London, Manchester, Stoke, Gloucester, Eastleigh, Bournemouth and Port Solent.

Here are some of the benefits you can enjoy as a Planning Lead in Bournemouth:

As much as we value our customers, we also value you. So in your Planning Lead position you’ll receive a highly competitive salary and a comprehensive range of flexible benefits options:

  • Company pension
  • 23 days’ holiday – rising to 25 days after 3 years (flexibility to buy/sell 5 days)
  • A car lease scheme, life assurance
  • Annual bonus
  • Discounts on company products
  • Discounts on wide range of retailers & gyms.
  • Health & dental plans
  • Life assurance of 4x Salary (flexible)
  • Wellbeing activities
  • Sports & Social Club events
  • “Dress for your day” policy

To apply for the Planning Lead role, based in Bournemouth, click the ‘Apply Now’ button.

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