Workforce Planning Lead

4 weeks ago

Chester, United Kingdom M&S Full time

**All the details**

This is an exciting opportunity as a Workforce Planning Lead here at M&S.

**What’s in it for you**

Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special
- 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
- Competitive holiday entitlement with the potential to buy extra holiday days
- Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
- A generous Defined Contribution Pension Scheme and Life Assurance.
- A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
- Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
- Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
- Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
- A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

**What you’ll do**

Your key accountabilities will include:

- **Demand, Forecasting & Capacity Planning**
- Leading effective forecasting and planning team to ensure we have the right resource across our in-house and 3rd party operations.
- Produce realistic and accurate volume forecasts for in-house and outsource partnership, in-line with agreed service levels and charging mechanism
- Analyse and challenge our own data, supplier data, assumptions and calculations
- Standardise, improve and continually review capacity planning analysis
- Create and maintain long term capacity plans, inclusive of recruitment and training plans
- Validation of service levels
- Forecast vs actuals analysis & carry out in-year reforecasting where required
- Govern the forecast and plan (and any changes) & own the sign-off process
- Workforce Management & Scheduling
- Understand and review WFM inputs and processes, inclusive of but not limited to - forecasts, holidays, schedules, rotations, shrinkage, etc.
- Plan and schedule resources according to forecast
- Revisit and revise resource plan on a regular basis
- Monitor adherence to scheduling and shrinkage
- Real Time Service Delivery
- Monitor intra-day resource plan
- Control and make adjustments to the resource plans where needed
- Continual measurement of in-house productivity, e.g. AHT, contacts per hr
- Continual monitoring of service levels across Customer Services (to inform demand forecasting and workforce scheduling),
- Provide data and insight into key stakeholders to enable intra-day performance management
- Write / create service delivery related comms e.g. phones lines outage

**Activity Management**
- Act as a funnel in controlling sequencing and frequency of any activity impacting the operation e.g. from the Comms & Enablement team and the wider M&S business, based on capacity of operation.
- Ensure we have a clear plan of all activity which impacts the operation to ensure we have excellent execution every time.
- Manage and maintain the activity plan for customer services operation
- Ensure we have clear business continuity plans to deliver the required service to our customers

**Who you are**

Your skills and experience will include
- Forecasting
- Planning
- Activity Management
- Scheduling
- Excellent presentation skills and proven ability to visually present data with clear messaging
- Knowledge of resource planning methodologies
- Effective decision making
- Excellent analytical, numerate skills and an attention to detail.
- Commercially focused with good business acumen.

**Everyone’s welcome**

We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

LI-MM1

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