Strategic Workforce Manager

4 weeks ago


Manchester, United Kingdom Johnson Controls Full time

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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