Capacity and Planning Manager

1 month ago


London, Greater London, United Kingdom Saga Group Full time
Job Description

We are seeking a highly skilled Capacity and Planning Manager to join our team at Saga Group. As a key member of our Insurance Business, you will be responsible for delivering first-class short-term planning, scheduling, and real-time execution. Your expertise will ensure that our operations run smoothly, and our customers receive exceptional service.

Key Responsibilities
  • Create short-term capacity plans for operations, balancing customer experience, colleague engagement, and cost-effectiveness.
  • Maximize resource utilization across Insurance operations, protecting service levels and colleague engagement.
  • Lead the optimization of call routing processes across the contact centre, ensuring efficient call distribution.
  • Guide senior leaders on short-term supply and demand topics, providing data-driven insights.
  • Assess short-term changes and develop action plans to mitigate risks, ensuring business continuity.
  • Make real-time decisions on call routing, prioritizing customer demand and colleague availability.
  • Contribute to the development of best practice capacity planning strategies, policies, and procedures.
  • Collaborate with the Senior Headcount Analyst to ensure accurate forecasts and actuals alignment.
Requirements
  • Proven track record in building capacity/forecasting models and management experience.
  • Demonstrable experience in statistics, forecasting, and management information methods and techniques.
  • Excellent communication, interpersonal, and analytical skills.
  • Commercial and financial awareness, with a focus on business costs and service level impact.
  • Results-oriented, organized, and able to plan and deliver against deadlines.
About Saga Group

Saga Group is a leading provider of products and services to people aged over 50 in the UK. We value diversity, equity, and inclusion, and are committed to treating all employees fairly and offering equal opportunities. Join our team and contribute to delivering exceptional experiences to our customers.



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