Capacity and Resource Planner

4 days ago


Cardiff, United Kingdom Centre for Health and Disability Assessments Full time

**Introduction** **This role is based at Nantgarw, Cardiff CF15 7QQ and is an office based role.**

**Be part of something great**

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives.From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

**Job Summary** The overall job purpose is to determine, manage & deliver our resource capacity requirements for all Migrant Help teams dealing with customer contacts, ensuring that shifts are aligned to customer demand & commercially viable, meeting service standards &excellent service.

**Essential Job Duties** -To manage and develop our resource approach to Forecasting & Planning accurately prepare forecasts for voice & non-voice workloads.
- To effectively manage our in-day jeopardy & offline activity to optimise our FTE delivery and expectations.
- Monitor drivers against business change & developing models to mitigate future impact
- To monitor daily performance and work closely with Contact Centre teams
- To constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Customer Centre teams and maximising agent satisfaction by providing flexible options
- To make recruitment recommendations and identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios.
- To monitor recruitment and liaise with the People, Training and Operational Teams to make advanced plans for required shift changes to optimise delivery of resource and skills, identifying where and when resources are required

**Education and Experience Requirements** Qualifications & Experience
- Experience around Workforce Management Processes & Capacity Planning
- Excel for modelling and scenario planning
- Experience of hybrid/multi-site/multi-skilled contact centres - both Voice and Non Voice
- Experience of telephony KPI management
- Worked as part of a wider Operational Management Team

Individual Competencies
- Client & Customer focused
- Communicative and influential
- Personally effective
- Skilled and knowledgeable in their field
- Creative and flexible
- Organised & Resilient
- Inspirational leadership
- Business Awareness

Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.


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