Strategic Performance Manager

4 weeks ago

Leicester, Leicester, United Kingdom Hastings Direct Full time
Unlock Your Potential as a Planning Performance Manager

Hastings Direct is a leading digital insurance provider seeking a skilled Planning Performance Manager to drive our growth and success. As a key member of our team, you will play a critical role in shaping our planning and forecasting strategies, ensuring we deliver exceptional customer experiences and achieve our business goals.

Key Responsibilities:
  • Develop and implement a robust planning rhythm, working closely with operational stakeholders to gain agreement on monthly outlooks and planning decisions.
  • Collaborate with stakeholders to identify bespoke requirements for each area, gaining sign-off and delivering requirements within designated timelines.
  • Work closely with operational stakeholders to ensure accurate and relevant data and insights are used to showcase and understand contact centre performance.
  • Use trended data to identify opportunities and drive continuous improvement, moving the dial on a permanent basis.
  • Coordinate feedback loops to enable adjustments to planning, forecasting, scheduling, and real-time delivery plans based on data.
  • Analyze daily performance KPIs to understand and articulate actual performance compared to planned performance of all contact centre areas, making necessary recommendations for optimization.
Requirements:
  • Proven leadership of workforce planning areas with a strong knowledge of telephony platforms (CX One, Avaya, Genesys, etc.).
  • Strong stakeholder management skills, combined with excellent communication skills, with the ability to present back to senior leadership.
  • Excellent analytical ability, able to interpret large datasets and provide actionable insights.
What We Offer:

Hastings Direct is committed to creating a positive and inclusive work environment that supports the well-being and growth of our colleagues. As a Planning Performance Manager, you will enjoy a range of benefits, including:

  • An attractive salary based on experience, plus car allowance.
  • Flexible working arrangements, including hybrid working options.
  • A competitive bonus scheme, based on individual and company performance.
  • Private medical insurance, pension contribution matching, and a range of other benefits.
  • Ongoing training and development opportunities to support your career growth.

We are an equal opportunities employer, welcoming applications from all suitably skilled persons, regardless of their background or circumstances. If you are a motivated and experienced professional looking to make a meaningful contribution to our team, we encourage you to apply.

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