Business Planning Manager

Job title: Business Planning Manager

Company: Capita


Job description: Business Planning ManagerAs the Business Planning Manager, you will be responsible for supporting client relationships from a planning perspective, owning internal relationships with key operational stakeholders/support teams and driving effective relationships with our off-shore planning teams. You will also take a lead in ensuring planning processes for your operational units are robustly governed.This is a hybrid role working around 2 days per week in our Little Island office.Job title: Business Planning ManagerJob Description:What you’ll be doing:

• Formulating actual and future resource requirements to support business decisions around training and recruitment
• Formulating budget assumptions and future resource requirements for existing clients and work with Finance and Operational teams to agree long-term budgets
• Ensuring the forecasting process for the accounts within remit are in line with contractual requirements/agreed client governance.
• Supporting senior management to analyse client information to improve the efficiency of their business through better utilisation of their multi-channel resources
• Designing schedules which meet contractual service levels with consideration for agent engagement where possible.
• Where appropriate work with our off-shore planning teams to support them to deliver the required level of service for our clients in a robustly governed way
• Owning client and senior internal stakeholder relationships from a planning perspective and work with support teams (e.g. Recruitment, Training, Finance, BI, etc.) as appropriate.
• Supporting the change process, adequately challenging and providing input for change controls in a timely fashion.
• Supporting senior management to ensure account(s) within remit adhere to agreed planning governance structures.
• Work with senior operational stakeholders (e.g. Operations Director) to ensure that contracted service levels are met by improving schedule efficiency, utilisation, adherence and productivity and proactively identify service delivery issues
• Line management of Resource Planner(s).

What we’re looking for:

• Knowledge of planning theories and forecasting methods
• Knowledge of Call Centre switches/network level routing /skill based routing desirable
• Knowledge and application of Planning specific software – Aspect, Aspect Perform and eWFM
• Knowledge of commercial mechanisms used in outsourcing
• Experience of planning space /seating requirements
• Experience working with/leading off-shore teams desirable
• Strong communication and influencing skills
• Experience of large scale, multiple client/dimension resource planning
• Ability to propose creative solutions rather than tried and tested methods
• Excellent presentation skills

We can only consider application from those residing in the Republic of Ireland.Location: Little Island, IrelandTime Type: Full timeContract Type: Permanent

Expected salary:

Location: Ireland

Job date: Wed, 09 Apr 2025 22:55:02 GMT

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