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Resource Planning Manager

Job Reference:
R001751_1507621827
Job Title:
Resource Planning Manager
10/10/2017
City:
Leeds
Company Name:
Salary Band:
Highly Competitive
Salary Details:
Highly Competitive
Job Level:
Manager / Mid-Level
Job Type:
FULL_TIME
Location / Region:
YORKSHIRE & HUMBER
Leeds
Closing Date:
07/11/2017

At Sky Betting & Gaming we don't have Teams we have Tribes. Each Tribe is made up of small, agile and autonomous squads who work collaboratively with a shared purpose.

So whether you join our Bet Tribe, Early Careers Tribe or anything in between, you will work with a group of people with raw energy, natural talent, and the kind of spirit that helps us think big, act bold, and change the game.

It all means that we've created the kind of workplace that wins awards such as a place on the prestigious list of Sunday Times 100 Best Companies to Work For.

What you'll do:

The resource planning team is part of Operational Excellence, a relatively new team looking at optimizing operational efficiencies, customer obsessed and exceeding expectations. In this role you will lead the longer-term resource requirements of the department and create a strategy to support this and be ccountable for the development, execution and communication of all plans and resource requirements across all operational areas.

Key Responsibilities:

  • Oversee the setup of schedule management and distribution to ensure people are in the know about their shift.
  • Support the MI team to give data and insight in a timely and relevant manor to the teams they support. Being the filter for this team to ensure we work to priorities rather than work lists.
  • Promote analysis, insight and a culture of recommendations rather than just reporting.
  • Oversee WFM to ensure we are maximising efficiencies. Make sure WFM is implemented correctly reducing manual work.
  • Drive Efficiencies using data and insight to ensure we see continual improvements.
  • Have sight of all projects and financial plans to look at operational impact, financial impact and FTE impacts.
  • Lead the decision making over the operational resource pool and allocation of staffing.

Forecasting & Scheduling Delivery and Maintenance:

  • Design and deliver forecasts and provide best fit attendance patterns within budgeted headcount through recruitment plans, attendance reviews & flexible working arrangements.
  • To ensure that Service Levels are met across all channels and that this is achieved through a fair and open scheduling process for advisors through the maximising of the daily/monthly cycle of operational activities required to support customer service shifts. Ensuring all pre-planned scheduled activity is input into the rotas 3 weeks prior to schedule live date.
  • To ensure that contact routing mechanisms are reflected in the scheduling requirements, and that every opportunity to maximise efficiency and service levels are taken.
  • Responsible for the accuracy of the data/information within the planning systems.
  • Run deviation reports and analyse shortfalls for relevant areas. Complete regular what if scenarios to help optimisation.
  • Review forecasts daily/weekly/monthly as required to help identify forecasting trends and implement going forward.
  • Create & maintain the Capacity Plan to ensure staffing is within budget and adhered to.

How you'll do it:

  • Experience at working effectively in a high-pressure environment, to challenging deadlines.
  • Manual Erlang experience.
  • Experience of forecasting & scheduling.
  • The ability to promote the introduction of new ideas by continuous improvement initiatives.
  • Self-motivated, enthusiastic, professional individual.
  • Good commercial awareness.
  • Advanced knowledge of Excel, VBA, macros & pivot tables.
  • Competent use and understanding of WFM.
  • Excellent Problem-solving skills.
  • Good organisational skills.
  • Excellent Communication Skills both verbally and written.
  • Excellent diplomacy/creative skills.
  • The ability to analyse data and make valuable business decisions.
  • Self-motivated, enthusiastic, professional individual.
  • Excellent MS office application knowledge including Excel & Access.
  • Team Manager Experience.
  • Knowledge of planning applications and structure.

Line management:

  • To lead and define the performance measures and personal objectives for real time analysts and team leaders, ensuring these duties lead directly into the delivery of your overall responsibilities.
  • Ensure each individual delivers these objectives through regular contact, appropriate personnel management processes and support. Ensure objectives and results are recorded and discussed regularly throughout the review period, including succession planning.
  • To ensure effective management of staff within the planning team, taking action to resolve absence, misconduct and performance issues where necessary.
  • To act as a role model, living the brand values and setting high standards through own behaviour and actions.
  • To actively ensure that any systems containing either your information or team information are up to date and accurate at all times.
  • Report to the Head of Operational Excellence

Based in Yorkshire, we have grown to become one of the UK's leading online betting and gaming companies. A business driven by bleeding edge technology, that brings the excitement of sports betting, casino games, poker and bingo to over 700,000 customers a day & growing!

It's a workplace like no other, with a mission to make Betting & Gaming better.

And we want you to be part of it.

Our People Ambition is to attract & develop diverse & talented people to meet the current and future growth needs of SB&G. Together, our aim is to create the Best Digital Business to work at.

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