Workforce Planning Manager

This role leads the Workforce Planning Team, supporting all Contact Centre Operations across Auto & General.

This team analyzes portfolio trends, various customer contact channels & customer contact patterns through the engagement of key business stakeholders, to ensure we are implementing frameworks & strategies that ensures all Contact Centre Departments across Auto & General are adequately staffed, now and into the future.

Within this role, you understand the importance and the connection between Workforce Planning and Contact Centre employee engagement levels & you will be driven to ensure we remain focused on improving employee flexibility & scheduling options, to enhance both operations & employee experience.

POSITION ACCOUNTABILITIES

• Lead and develop the Workforce Planning Team to support Sales & Service and Claims & Assessing departments to achieve industry leading Contact Centre performance.
• Clear, granular understanding of functional and companywide business requirements (current & future) & service drivers in all operational areas of our business to provide a systemic, structured approach to Workforce Planning
• Introduce & manage Company Wide Workforce Planning Best Practice & Procedures
• Provide strong stakeholder management / consultancy skills to Auto & General, to optimize all customer service delivery across all Contact Centre mediums.
• Contribute to the resourcing / skill set requirements for all Contact Centre teams / departments, including annual financial planning.
• Develop an effective staff engagement performance management model within the Workforce Planning Team.
• Lead technical development & implementation requirements with business users, HR & IT for new telephony / reporting software.
• Develop targeted analysis of current service provisions, ensuring that suggestions for process improvement / service delivery are linked to both optimized scheduling & planning & staff engagement.
• Maintain sound knowledge of Industry Workforce Planning contact Centre developments including Worldwide Best Practice, new process/ system developments, staff engagement and new products/ software.