people using computers in an office

Tactical Planning Lead

Knowledge

4 years planning experience in forecasting and scheduling

Experience in leading a team, ability to mentor and coach effectively

Experience in developing and implementing new methodologies driving understanding through the business

IEX/ WFM experience

Excel – Advanced level

Avaya/CCM client or similar

Database interrogation skills an advantage

Skills

High analytical skills able to identify key trends and impact assess changing variables

Lead the creation of accurate tactical resource plans for all Atlanta Operational areas (including SA colleagues); handing these over to Global Service Delivery team to execute

Communicate with Demand Planning and scheduling teams regularly, offering feedback forecasts and schedules, helping to develop understanding of key demand drivers and considerations.

Deliver meaningful insight into call centre performance by interpreting operational MI, identifying data anomalies, patterns, KPI relationships and trends, using this insight to improve tactical plans

Work with Strategic Planners and Head of Planning to develop good understanding of strategic plans and objectives, and be able to articulate principles to the Call Centre Operation

Take active role in the optimisation of Resource Planning Team capability through development of your line reports and other planning colleagues, maximising team resilience

Focus on call centre performance, ensuring that we deliver an excellent service to customers

Develop and nurture positive and productive relationships with key stakeholders across all support areas

Behaviours

Proactive approach to problem solving

Timely and accurate production of work

Ability to work on own initiative

Ability to demonstrate results to reflect both quality delivery as well as the ability to plan for and accommodate high and sometimes inconsistent volumes of calls.

Able to positively influence direct line reports, planning colleagues and operational managers

Excels at working on own initiative, looks to drive better performance

Provide sufficient focus on your own personal development, participate actively in team meetings

Challenge what you consider to be poor practise, raising any challenges with Head of Planning – and be able to articulate ideas in appropriate forums

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