Strategic Workforce Manager
4 weeks ago
About the Role
The Head of Resource Planning will drive, lead, and manage the overall Workforce Management, Resource Planning, and MI function for our UK&I Service operations, optimizing the customer experience across all channels.
Key Responsibilities
- Develop and implement strategic resource planning aligned with our organisation's and operational objectives.
- Establish detailed forecast models based on customer demand, growth pipelines, and business change.
- Create and monitor accurate resource capacity and workloads.
- Develop, implement, and oversee robust scheduling activity to ensure service delivery.
- Develop comprehensive operational MI that informs and supports decision making.
- Manage and monitor the commercial and budgetary performance of the operations, maximising opportunities, and minimising costs.
- Identify, build, and maintain positive internal and external stakeholder relationships.
Requirements
- Experience of successfully working in and delivering Resource Planning in a Service environment at a senior level.
- Demonstrable experience of planning for both Field and Contact Centre environments.
- Role models excellent people management, leadership, coaching, and motivational skills.
- Ability to deliver in a demanding environment.
- Experience in effectively managing a range of tasks and priorities, simultaneously.
- Proven record in excellent facilitation, communication, and engagement at multiple levels.
- Ability to engage, challenge, and influence stakeholders.
- Experience of working with onshore and offshore contact centers.
- Commercially astute.
- Excellent root cause analysis, problem-solving, and troubleshooting skills.
About Us
Johnson Controls is a leading provider of building solutions and services. We are committed to delivering exceptional customer experiences and driving business success through our innovative solutions and expertise.
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