Capacity Planner

The Capacity Planner will report directly to the Customer Experience Director and will be responsible for providing a great customer and employee experience, effectively delivering real-time (intra-day) management, with the purpose of optimizing resources to achieve business objectives.

Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate into the creation of optimal schedules and real-time (intra-day) management to support our customer call flows, operational fulfilment and other work requirements

**Purpose of the role**:
**Key responsibilities**:

- Be able to analyse data to understand current and future sales volumes and the resultant order demand and fulfilment cycle, resultant customer contact volumes, and workloads, and create suitable shift patterns, to ensure adherence to our agreed service levels, whilst being mindful of employee satisfaction.
- To ensure breaks, lunches, and other off-phone time effectively planned i.e., 121s, quality monitoring, coaching, team meetings, and the other admin tasks required within the department, to minimise disruption to our service.
- Ensure we plan effectively, in plenty of time, to accommodate seasonal peaks, allowing Fittleworth to operate in an agile way.
- Monitor real time adherence to schedule, being mindful of the Fittleworth way.
- Be able to report on adherence to schedule, analyse data, and to identify areas, to drive, continuous improvement.
- Assist with what if scenario, resourcing roadmaps and business planning where required.
- Educate the departmental managers in effective work force management.
- Develop or source and effective workforce management tool to aid scheduling.
- Treat all employees with dignity.
- Map and document all WFM processes.
- Work closely with the departmental managers and team leaders to ensure effective working relations, and best possible outcomes.
- Advocate and adhere to all Health and Safety policies and lead by example.
- Any other reasonable duties as requested by your supervisor, the Department Manger or Director or the Company Director Team in their absence.
- Expert on excel, limited forecasting and planning tools available, just now.
- Plan workload for approximately 300 FTE across different sites.
- Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams

**Qualities you will possess:
- Embraces diversity and different opinions.
- Understanding of Continuous Improvement.
- Consistently adopts a positive mind-set to all colleagues.
- Demonstrates resilience.
- Excellent communication, maintaining integrity and treating others with respect.
- Ability to analyse data.
- Ability to problem solve.
- Critical thinking.
- Analytical mindset.

**What do you need to be successful**:

- Experienced in workforce management.
- Skilled in complex problem solving, judgement, critical thinking and decision making.
- Ability to effectively analyse large quantities of data and make sound recommendations.
- Excellent excel skills and proficient in WFM tools.
- Adaptable, Flexible and ability to multi-task.
- Highly organised with an emphasis on accuracy and timeliness.
- Communicate clearly and effectively in an open and honest way.
- Demonstrates passion and enthusiasm.
- Embody clear commitment to self-development.
- Self-motivated, take pride in their work.