To determine resource and space requirements for contact centres, ensuring that shift patterns are aligned with demand and commercial viability is maintained. To support the Forecasting & Planning Managers by owning the planning relationship with clients, engaging the client, recruitment, training and commercial departments.• Influence clients by formulating resource plans which optimise the service and business objectives of clients and optimise the commercial objectives of Capita • Accurately forecast Weekly, Daily and Intra-Day call volumes and Average Handling Times (AHT)• Plan resource for up to 250 operational FTE ensuring eWFM System is kept up to date at all times• Maximise financial performance of unit by determining effective resourcing models linked to commercial mechanisms• Ensure effective use of resources by minimising space requirements which FTE’s deployed to• Ensure team leader resource are effectively utilised by maintaining team leader to staff ratios by time of day and day of week• Support operational managers by developing pro-active resourcing plans to ensure the delivery of contractual service levels• Produce pro-active models of “What If” scenarios to support commercial, change control and operational decision making process• Produce weekly Intra-Day schedules for business units, highlighting areas of concerns and devising corrective action plans at weekly Planning meetings with the Operations Managers• Make decisions on change of hour requests considering business requirements and impact on unit attrition

To ensure contractual service levels are met through performance analytics, and floor management, making effective use of available technology.• Liaise with Operations on service delivery issues, taking corrective action to meet service level goals or to increase productivity• Chair daily meeting with Operations Managers to review performance, forecast accuracy and sickness levels and to devise an action plan as necessary for the current day/week• Calculate and manage daily service delivery targets in order to attain weekly and/or monthly targets• Liaise with the client with regards to issues with performance, adherence and productivity as necessary• Provide consultancy to both Operations and the Client on ways to route calls more efficiently given contractual constraints• Facilitate and implement solutions with the rescheduling and optimisation of exceptions, to minimise impact on the floor and to mitigate hotspots and maximise availability• Identifying the reasons for failure of any SLA KPI

To maximise efficiency and SLA achievement in the contact centre by working with the business partners and operational managers to incorporate requirements and support them with planning expertise and suggestions. To fully understand and incorporate all business factors impacting the business units and provide accurate business volume and handling time forecasts for all types of workload/activity.

Work as a ‘mentor & coach’ to implement development and coaching of Real Time Analysts. As directed by the Intraday Manager. Be responsible for upkeep of Intraday process maps and ensure team are fluent with all current processes as changes are implemented. Responsibility for working closely with Scheduling and Training to maintain skills accuracy within Enterprise Administrator and Aspect eWFM. Work in an expert capacity as part of the Intraday team to mitigate the risk to customers’ experience when the unexpected happens – in real-time monitor actual demand against forecasted and initiate corrective action (in conjunction with operational management teams and the Intraday Manager) to recover service levels or maintain key performance targets “whatever happens” e.g.• If agents are not adhering to schedule contact them to get them into adherence• If insufficient resources are available pull in extra resources by rescheduling breaks or offline activity (training; 1-2-1’s; after call work etc)• Adaptability to support the Operation in ad-hoc requests or duties.

Mitigate the risk to customers’ experience when the unexpected happens – in real-time monitor actual demand against forecasted and initiate corrective action (in conjunction with operational management teams and the Intraday Manager) to recover service levels or maintain key performance targets “whatever happens” e.g.• If agents are not adhering to schedule contact them to get them into adherence• If insufficient resources are available pull in extra resources by rescheduling breaks or offline activity (training; 1-2-1’s; after call work etc)• Adaptability to support the Operation in ad-hoc requests or duties.

To play a vital role in helping the business run smoothly. Leading, coaching and motivating a team of 15 colleagues to work together and get the best results possible to make sure performance is kept to a really high standard and ensuring we never leave a customer to fend for themselves.