Resource Planning Lead

job description:
**The role**:
Are you someone who enjoys getting under the skin of how and why things are done, able to challenge the status quo of the current processes? We need someone like you to work alongside our MI & Resourcing Manager, by proactively managing the technical elements of the role as well as providing a strong business partnering approach.

You’re not afraid to talk to people and understand how your role impacts the wider business and where you can add value, you thrive in an environment where delivering a best in class service that is unrivalled in our industry.

You don’t have to be an insurance expert but what you do need to have is a strong operational understanding of how Forecasting & Resource Planning supports operations teams and help deliver demand forecasting, workforce planning and service optimisation across Hiscox UK.

You’ll play a key role within the Hiscox UK team, making sure we have the right resource plan to meet customer expectations, helping guide us through the new world of hybrid working, and integrating how we manage our resource response across working environments maintaining optimal customer expectations and satisfaction.

person specification:
**What you’ll be doing**:

- Working collaboratively with the wider operational delivery and support teams you will be a key player in the successful delivery of our sales and service KPI’s.
- Owning the forecasting of demand, shift patterns and recruitment needs across all contact types, including multiple back office workstreams and telephony workstreams of approx. 250 FTE
- Collating data sets for all channels and sites to feed into the forecast modelling process
- Business partnering with MI and Planning Manager and Service Delivery Management to advise on opportunities to improve performance with regards to average handline time, hold time and productivity improvements
- Assisting MI and Planning Manager in managing the department’s budget to achieve commercial and service targets
- Owning the delivery of PEAK Planning to optimise the FTE available across Service Delivery
- Maintenance of Workforce Management system to ensure; sickness and absence and holidays are accurate, allowances to cover service, managing governance framework ensuring data quality
- Prepare weekly / monthly shift schedules for ~250 FTE to ensure AHT, PCA and Workflow SLA’s are met including scheduled breaks, 121 and training time for all relevant colleagues

**Our must haves**:

- Strong analytical and logical thinker
- A relationship builder - comfortable working with operational teams across the business
- Customer focussed - awareness of the impact of decisions on the Customer Experience
- Attention to detail and to quality with a solid work ethic
- Ability to create outputs in a timely manner that are easy to understand and that support the operational performance
- Knowledge of cloud WFM tools
- Experience working with telephony systems, particularly being involved in the design, set up and management of such systems e.g. call routeing, voice recording
- Experience of workflow management systems in a multi-function and multi-channel contact centre environment
- Advanced Excel, some exposure to SQL would be advantageous

**Diversity, Inclusion and Hybrid working**
- At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success. We have also learned over the past 15 months that working life doesn’t always have to be in the office, and when it’s safe to do so, we will be introducing hybrid ways of working to encourage a healthy work life balance. _
- We see it as the best of both worlds: structure and sociability on one hand, and independence and _
- #LI-LP1_