Leading our demand planning function the Demand & Supply Planning Manager plays a pivotal role in ensuring the accuracy of our expected demand into our contact centres, across our voice and digital assisted channels (phone calls, webchat etc). This role will liaise closely with our outsource partners and internal contact centre teams to ensure we produce high quality demand outlooks, budget accordingly and ultimately meet customer expectations through the provision of a timely and cost effective resource plan.
The demand planning manager will also liaise closely with the Partner Management and Contact Centre Development teams, assisting the teams in understanding the impacts and benefits of introducing new ways of working, transformational change and supporting the shift to digital, whilst maintaining a clear outlook on resource implications of these changes and working closely with the CC Finance partner, and understand budgetary impacts.
This role is pivotal in ensuring our contact centres are equipped to meet our business objectives and that brand based decisions are achieved in optimising the customer, people and commercial outcomes. As a result, a wide range of KPIs, impacts and wider business/commercial considerations will need to be factored into their decision making process.
You will also be responsible for a team of 4.
*MUST HAVE SKILLS*
- Worked with (large volume customer base) contact centres
- Resource planning - demand and supply
- Detailed understanding of outsourced partner relationships
- Excellent control of Excel
- Strong experience of financial forecasting and modelling
Project People is acting as an Employment Agency in relation to this vacancy.