Capacity Planning Manager

3 weeks ago

Glasgow, United Kingdom Lorien Full time

Capacity Planning Manager (Remote)

Full Time

My client is looking for a Capacity Planning Manager to join their Resource Planning Team.

You will have overall responsibility for both Front & Back Office Planning functions.

Determining the capacity needed by our organisation to meet ever changing demands in an efficient method. Understands how the business operates and keep up to date Planning best practices. Contribute to the creation and implementation of best practice capacity planning vision, strategy, policies, processes, and procedures to aid and improve operational performance.

Understanding working with a blended contact channel and working towards a more efficient fusion based approach. Ensure that the team have a nurturing environment to learn and achieve within their roles and personal paths.


Job Description:


Principal accountabilities:

  • Management and development of the team to effectively deliver revenue across various business functions with the best efficiency/productive balance achievable whilst driving performance at all levels (Analyst & Senior) to ensure a constant upskilling of the team in-line with everchanging work methodologies and planning capabilities.
  • Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts to coincide with the P&L and business vision.
  • Identify behavioural operational issues and trends that impact profitability and communicate/support to resolve the obstacles this may cause.
  • Accountability for accuracy of key planning outputs i.e. FTE & Demand, FTE modelling, what if scenarios and support with client profitability reports.
  • Undertake regular Quartile based Unit Time reviews to identify both target improvements and areas that support are required with efficiency.
  • Provide a platform for operational stakeholders to utilise the analysis and insight from the team to make effective business decisions.


Skills and Experience required:

  • High level of communication and soft skills to be able to handle difficult conversations whilst being approachable when required to tackle sensitive situations.
  • A strong Influential individual to generate buy-in and trust from both internal and external stakeholder whilst being open minded to alternative/opposing views if in the business’s best interest.
  • Expert in Planning disciplines for both Contact Centre, Back Office and Project to further develop the team and tackle obstacles where knowledge is key with a strong Financial and commercial acumen.
  • Familiar with trending managerial tactics to offer the team the best platforms to develop and grow alongside great Time organisation and management for both individual and operational expectations.
  • Good understanding of HR policies and procedures.

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