Workforce Planning Manager
Sanderson Recruitment
- Ireland
- €75,000-80,000 per year
- Permanent
- Full-time
- Day to day operational execution of workforce management
- Embed best practise contact centre planning and governance
- Support the redesign and transformation of the team as we evolve our workforce management to meet business needs
- Establish appropriate plans to ensure service Level delivery in all channels
- Build and adopt forecasting models for the changing demand, technology, and customer engagement channels
- Lead and work with Key stakeholders on operational planning and business readiness
- Delivery of operational & budget reporting according to agreed schedules
- Use a data driven approach to generate analytical insights including productivity, forecasting accuracy, what 'high performance' looks like across all Key metrics
- Adopt reporting tools like Tableau as standard to produce and present on regular performance reports and metrics for all stakeholders
- Support the development of the workforce management team through training and enhancement of skills and technical toolkit.
- Design and implement improved processes for performance monitoring, evaluation and reporting against operational and commercial plans
- Continuous improvement focus through analysis and use of data to make recommendations to support business strategy and improving performance and customer experience.
- Third Level Degree in a business or technical discipline
- 3 + years proven experience leading on workforce management and managing teams
- Proven experience building and managing relationships with partners and stakeholders.
- Demonstrates a strong customer focus and a sound commercial awareness
- Demonstrates strong Influencing and negotiation skills
- Proven experience in managing change and developing solutions to ensure continuous improvement and results