Workforce Planning Specialist

3 days ago

Newcastle upon Tyne, United Kingdom iamproperty & iamsold Full time

As a leader in our industry, we recognise the critical role that workforce planning plays in achieving our goals and ensuring sustained success. To further strengthen our team here at iamproperty, we are seeking a talented and experienced Workforce Planning Specialist to join us in optimizing our workforce strategy.

As our Workforce Planning Specialist, you will be instrumental in shaping and executing our workforce planning initiatives. You will work closely with cross-functional teams to analyze and forecast workforce needs, implement strategic planning processes, and ensure the alignment of our workforce with organizational objectives. You will also support the delivery of our Customer Experience (CX) strategy via analysis and utilisation of resource in order to maximise productivity.

The role will be required to monitor real-time performance and service delivery, creating, and distributing schedules based on forecasts and trends, operational targets and staff availability. Working within the Central Operations team, you will play a critical role in the transformation of our telephony service and customer communication strategies, building process infrastructures to optimise call-flows and volumes in order to manage capacity effectively and to increase our service levels and response rates.

**Key responsibilities will include**:

- Collaborate with departments and the Senior Leadership team to understand business objectives and develop workforce plans that support organizational goals
- Identify any gaps or trends in current approach and formulate an action plan to resolve.
- Monitoring real time performance of KPIs
- Utilize data-driven insights to identify potential gaps in workforce capabilities and propose solutions
- Planning daily shifts, utilising and optimising staffing across all contact channels.
- Maintaining, building & creating operational reporting.
- Proven experience in workforce planning or a related role, with a minimum of 3years experience
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent communication and presentation skills, with the ability to convey complex concepts to diverse audiences.
- Proficiency in workforce planning software and tools.
- Strategic thinker with a proactive and collaborative approach to problem-solving

**Job Types**: Full-time, Permanent

**Salary**: £35,000.00-£40,000.00 per year

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Work Location: In person

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