Senior Planning Manager

Location: Home location of Hamilton or Wilmslow, with hybrid working. Nationwide UK travel required for site visits. Hours: 36.25, Monday to Friday core office hours About the role As Senior Planning Manager you will support the Operational Delivery Lead – Customer Care by owning the Resource Planning function, end to end. You will bring together all elements of Resource Planning from Capacity Planning to Service Delivery – this includes the Planning Managers (Capacity Planners), Short Term Forecasters and Scheduling and Service Delivery Team. You will ensure that all resource planning elements align with our Customer and Employee Experience strategy and delivery optimal service across the customer care estate. You will lead the development of long-term and short-term capacity plans based on comprehensive analysis of historical data and future trends across multiple sites and channels, providing direction to your team so they can deliver against the strategic goals of the Customer Care senior leadership team. You will also use your expertise to support the scheduling and service delivery team ensuring that all operational stakeholders are aligned to their agreed outcomes. Key responsibilities of the role include: Strategic capacity planning - Lead the development of long-term and short-term capacity plans based on comprehensive analysis of historical data and future trends across multiple sites and channels. Collaborate with senior leadership - Work closely with the senior leadership teams across customer care to ensure alignment between objectives of the resource planning function and customer care operation. Advanced forecasting - Oversee the creation of accurate and sophisticated forecasts for call volumes, handling times, and other key metrics across various channels (phone, email, chat, social media). Implement advanced forecasting models and tools to enhance accuracy and responsiveness. Scheduling oversight - Direct the development and management of staff schedules to meet forecasted demand across different sites and channels. Ensure compliance with employment law, company policies, and industry best practices. Service delivery excellence - Ensure that service level agreements (SLAs) are consistently met or exceeded for all channels. Review and Maintain the accuracy of the WFM Tool (Calabrio) and ensure best practices are embedded within the operational teams. Qualifications and Experience skills you’ll need Essential: Extensive experience in resource planning within a multi-site, multi-channel global contact centre environment Experience in contact centre capacity planning and resource planning models and best practice Experience in Contact Centre Scheduling and Service Delivery Ability to work under pressure and manage multiple high priority tasks Experience of people/team management responsibility Experience which demonstrates effective stakeholder management Experience of multiple Workforce Management Tools with hands on experience of Calabrio Advanced Microsoft Excel skills Desirable: Experience of analysing data Experience working with BPO partners Experience of leading the development Capacity Planning Models Experience in What If modelling