Service Senior Planner
1 week ago
" This is an exciting opportunity to join us and work within our Service Planning team as a senior planner. This role is key to the delivery of great experience for Sky customers both new and existing by ensuring we are staffed to the efficient levels to match our customer demand across the various suite of fantastic products. - “Senior Planning Manager "
What you'll do:
- Analyse shrinkage across allocated products to inform inputs to industry leading supply models enabling accurate predictions of future intraday performance.
- Ensure all product outlooks are understood and reflect expectation based on detailed knowledge of the product area, ensure that this is clearly articulated both verbally and in writing to all Stakeholders.
- Build and maintain effective relationships with Stakeholders for the sites/products that you are responsible for, ensuring constant communication and collaboration covering but not limited to, product outlooks, recruitment shifts, team ratios, special events, holidays, shrinkages and agent shift change requests.
- Identify gaps in supply versus demand and manage actions to mitigate ensuring communication with other planning teams and operational stakeholders.
- Manage agent facing processes for holidays, overtime and TOIL within the workforce management system.
- Manage the shift change request process for allocated sites/products to ensure an appropriate balance between individual requirements and business needs while maintaining the best possible schedule fit.
- Provide guidance to the schedulers to help them place off phone time in the best place and optimise schedules to minimise customer impact.
- Work collaboratively with the wider planning team focusing on best practice sharing.
What you'll bring:
- Experience of working with Workforce Management Systems (IEX experience desired).
- Previous experience in a planning/scheduling role is essential.
- Ability to perform under pressure and time constraints while demonstrating strong attention to detail.
- Demonstrate a robust pro-active approach to problem solving.
- Real sense of ownership and accountability to deliver against plan.
- Proven ability to work independently but also as part of a team ensuring both individual and shared tasks and objectives are achieved.
- Ability to simplify and communicate complex planning data to a variety of stakeholders including external to planning.
- Strong Excel skills.
- Excellent communications skills and stakeholder management
Customer Service Group
In our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you’re a frontline colleague speaking to a customer, or one of brilliant support people, you’ll have the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.
The Rewards:
There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:
- Sky Q, for the TV you love all in one place
- A generous pension package
- Private healthcare
- Discounted mobile and broadband
- Access a wide range of exclusive Sky VIP rewards and experiences
How you'll work:
We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.
We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.
Your office base:
Livingston or Dunfermline
Inclusion:
At Sky, we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.
Why wait?
To find out more about working with us, search #LifeAtSky on social media.
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