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Strategic Resource Manager

2 months ago

Smethwick, Sandwell, United Kingdom DPD Group UK Full time
About the Role

We are seeking a highly skilled Strategic Resource Manager to join our team at DPD Group UK. As a key member of our Customer Service Team, you will play a crucial role in determining accurate contact arrival patterns and resource requirements for all teams dealing with customer and customer contacts.

Key Responsibilities:

  • Forecasting and Budgeting: Manage and develop a small team of analysts to prepare accurate forecasts and budgets for call and non-call workloads, and monitor resource utilization against business change.
  • Shift Pattern Optimization: Continuously monitor and propose effective shift patterns to match business requirements, optimizing performance of all teams and maximizing customer satisfaction.
  • Recruitment and Upskilling: Make recommendations for recruitment and up-skilling, and identify opportunities and benefits through skills-based routing, demonstrating the impact of proposed changes through testing scenarios using simulation software and capacity analysis.
  • Change Management: Identify and proactively manage changes to shift patterns to deliver improved customer service, working closely with customer service operational managers and outsource partners to facilitate smooth communication and transition.
  • Business Intelligence: Be aware of and record business, resource, and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, and reporting on expected and experienced results.
  • Advanced Planning: Make advanced plans for required shift changes to optimize delivery of resources and skills, identifying when new recruits are required.
  • Reporting and Analysis: Work with operational teams to provide accurate and relevant reporting tools on a daily and weekly basis.
  • Professional Development: Prepare for and attend reviews and appraisals, taking responsibility for self-development and training.
About You

We are looking for someone with experience in a similar position, ideally in a contact centre environment. You will have expert skills in working with a workforce management tool, as well as Excel/Google Sheets for modeling and scenario planning.

Requirements:

  • Customer Focus: You will be customer-focused and able to communicate effectively with stakeholders.
  • Communication and Influencing Skills: You will have strong communication and influencing skills, with the ability to work effectively with cross-functional teams.
  • Team Management Skills: You will be a team player with strong team management skills, able to motivate and develop a small team of analysts.
  • Virtual Multi-Site Experience: You will have experience working in a virtual, multi-skilled, multi-site customer centre environment.
  • Organizational Skills: You will have strong organizational skills and attention to detail, with the ability to prioritize tasks and manage multiple projects.
  • DPD DNA Values: You will demonstrate the DPD DNA values of Flexibility, Accountability, Respect, Honesty, Caring, and Passion.
About Our Benefits

We recognize that our people are at the heart of our business, and we offer a range of benefits to demonstrate our appreciation. These include:

  • Holiday Trading: We offer a range of holiday trading options to ensure you have the flexibility to manage your work-life balance.
  • Enhanced Maternity and Paternity Package: We offer an enhanced maternity and paternity package to support our employees during this important life event.
  • Free Life Assurance: We offer free life assurance of 4 x salary on joining the pension scheme.
  • Health Kiosks: We provide health kiosks visiting every location to support our employees' health and wellbeing.
  • Vitality at Work: We offer Vitality at Work, a program designed to support our employees' health and wellbeing.
  • Free On-Site Parking: We offer free on-site parking for our employees.
  • Discounted Shopping: We offer discounted shopping from hundreds of retailers, including up to 5% off supermarket shopping.
  • Milestone Days: We offer milestone days off to celebrate with your family and friends.
  • Eye Tests and Glasses: We offer free eye tests and support with the cost of glasses for employees who regularly use a screen as part of their job.