What we can offer

• An industry competitive salary

• Comprehensive benefits package including annual incentive, pension, medical cover, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products.

• Extensive product and on the job/cross training opportunities with outstanding resources available

• Encouraging and collaborative team environment

• Dedication to safety through our Zero Harm policy

• Access to business resource groups

• Training on our company values

What you will do

The role of the Head of Resource Planning is to drive, lead and manage the overall Workforce Management, Resource Planning and MI function for our UK&I Service operations, optimizing the customer experience across all channels.

How you will do it

• Development and implementation of strategic resource planning aligned with our organisation’s and operational objectives.

• Establish detailed forecast models based on customer demand, growth pipelines and business change.

• Creation and monitoring of accurate resource capacity and workloads

• Development, implementation, and oversight of robust scheduling activity to ensure service delivery.

• Development of comprehensive operational MI that informs and supports decision making.

• Development, managing and monitoring the commercial and budgetary performance of the operations, maximising opportunities, and minimising costs.

• Identifying, building, and maintaining positive internal and external stakeholder relationships

What we look for

• Experience of successfully working in and delivering Resource Planning in a Service environment at a senior level

• Demonstrable experience of planning for both Field and Contact Centre environments.

• Role models excellent people management, leadership, coaching and motivational skills.

• Ability to deliver in a demanding environment.

• Experience in effectively managing a range of tasks and priorities, simultaneously. 

• Proven record in excellent facilitation, communication, and engagement at multiple levels

• Ability to engage, challenge and influence stakeholders.

• Experience of working with onshore and offshore contact center’s

• Commercially astute.

• Excellent root cause analysis, problem solving and troubleshooting skills.

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