Head of Planning

Job Role: To ensure delivery of accurate, reliable and timely reporting, real-time monitoring and fault identification to the client and CCI operations, best-enabling the delivery of contractual KPIs and ensuring the cost effective use of resources against planned and unplanned volumes. This role is intended to lead the activities of the planning teams, mentor & coach the team and ensure delivery of the key objectives of the planning function.Ensure that the Team provides effective support on the successful delivery of operational targets according to client agreementsMonitor performance against operating rhythm and investigate deviations.Review intra-day and daily service levelsManage an effective Communication model to ensure all teams understand the overall business performance and their impact on it. Motivate and manage performance of Planning Managers within the account to support delivery of overall targets and business plan.Review forecasts and agree targets with the client ensuring alignment to CCI commercial requirements. Ensure all forecasting, scheduling and real-time management activities are optimised and address areas for improvementEnsure continuous Improvement of Operational areaIdentify and highlight opportunities for service and process improvements Analyse and research team metrics to identify areas of excellence and implement across teams. Actively engage and coach Planning Managers on operational, financial and planning issues to ensure process optimisation and improvementsEngage with client on any current service delivery issues and to exploit any improvement opportunitiesBuild internal capability in the team by working closely with training delivery teams to ensure the ongoing development all levels.Review and define all roles and shift patterns required to best enable the operational teams.Management of the Planning ManagersProvide daily direction and communication to Planning Managers on all aspects of campaign performanceIdentify and assist with workforce planning issuesCoach Planning Managers on workforce and leadership issuesProvide a Subject Matter expert roleClient Relationship Management (c.50% of role)Engage with Client as required to address escalated issues with real-time service deliveryEngage with Client on service delivery improvement opportunitiesEngage with clients business loaning functions to agree forecasts, handle times etc.Present Monthly/ Quarterly Business ReviewsFinancial ManagementReviews the forecast and analysis data produced by the APM and/or WFM against budget monthly/ annual figures to drive learning and developmentProvides information and analysis to both Finance & ME’s to produce the budget by department and campaignDevelopment of strategic modelling tools for existing and new campaigns to allow for accurate sizing and costingSupport the process of new bid modelling to ensure that all new bids are correctly sized, costed and minimum margin levels are metEnsure cost/ revenue targets are metLevel of AuthorityProvides input into process improvement initiatives and budgetEngages with the Client as requiredSubject Matter expert for the area and broader organisationDesigns and authorises commission structures Planning time frame covers all aspects of planning as required with a focus on strategic long term 6 months plusSizeHeads of Planning generally manage between to 3 - 7 Planning Managers with a ratio of 1 Head of Planning for up to 2500 agents.Currently working in a team of 2 colleagues at the same level with entry level vacancies availableSkills and Competencies Planning and Organisational Skills; defining performance standards and meeting multiple service levels; manage resources in the mid- term.Leadership skills; ability to lead and motivate a team Advanced technical knowledge of customer management systems, data and IT/Telecoms infrastructure Strong and adaptable communication skills with the ability to influence and motivate employees and managersBusiness Analysis; ability to create new tools to analyse and expert skills to interpret and communicate insights gained from the data Financial management; ability to develop and manage budgets and forecasts; control of expenditure and understanding of consequences of deviations; commission structures; financial acumenConceptual thinking with the ability to define and deliver against strategic prioritiesStakeholder relations; managing the expectations of senior internal and external customersCoaching Skills; ability to deliver constructive feedbackRelationship Management; ability to balance internal vs external customer requirementsAdaptability / Resilience with the ability to manage under pressureInitiative / ProactiveCustomer Service and Commercially orientatedExcellent decision making skillsInitiative / creative thinker - a change agentInnovative with the confidence to constructively challenge existing processes. Experience, Knowledge and QualificationsMinimumIdeally university degree educatedExpert knowledge of customer management IT and telephony systemsExpert in the Workforce Management field 10+ years’ experience working at a management level, preferably planning for thousands of staff and millions of customer interactions3+ years’ experience in managing specialist teams within the outsourced call centre environment3+ years’ experience managing and developing budgets and financial forecasts