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Capacity Planning Manager

1 month ago

London, Greater London, United Kingdom Lorien Full time
Capacity Planning Manager

Lorien is seeking a skilled Capacity Planning Manager to join our Resource Planning Team.

The ideal candidate will have overall responsibility for both Front & Back Office Planning functions, determining the capacity needed by our organisation to meet ever-changing demands in an efficient method.

Key Accountabilities:

  • Management and development of the team to effectively deliver revenue across various business functions with the best efficiency/productive balance achievable.
  • Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts.
  • Identify behavioural operational issues and trends that impact profitability and communicate/support to resolve the obstacles this may cause.
  • Accountability for accuracy of key planning outputs i.e. FTE & Demand, FTE modelling, what if scenarios and support with client profitability reports.
  • Undertake regular Quartile based Unit Time reviews to identify both target improvements and areas that support are required with efficiency.

Requirements:

  • High level of communication and soft skills to be able to handle difficult conversations.
  • A strong Influential individual to generate buy-in and trust from both internal and external stakeholder.
  • Expert in Planning disciplines for both Contact Centre, Back Office and Project.
  • Familiar with trending managerial tactics to offer the team the best platforms to develop and grow.
  • Good understanding of HR policies and procedures.