Resource Planning Manager

ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.

We're currently looking for a Resource Planning Manager on a full time (35 hours), fixed term contract (12 month) basis.

This position sits within the Resource Planning team. We are flexible on the location of this role.

Working with multiple contact channels across different sites, the Resource Planning Manager is responsible for ensuring ACCA's Customer Service function has a clear view of forecasted workload demand and service levels for different time horizons. As well as understanding and communicating the profile of future demand, the Resource Planning Manager is also responsible for determining the necessary headcount, at a varying degree of levels, required to deliver that demand within our agreed service standards.

The Job

Reporting to the Lead Resource Planning Manager, on a day-to-day basis, you'll be involved in the following:

Line management responsibility of the Resource Co-ordinators responsible for performing key resource planning activities and reporting for approximately 120 FTE within Customer Services
Supporting and promoting excellent cross-functional relationships within Customer Service directorate, the wider organisation and our outsource partners to ensure service performance measures are achieved by working collaboratively.
Accurately forecast monthly, weekly, daily and intra-day workload volumes and average handle times
Produce 'what-if' scenario models to plan for operational activities and to analyse decisions being considered making recommendations for optimal solutions.
Monitor the skill/resource levels across area of responsibility and highlight risks to future delivery
Identify and implement continuous improvements initiatives with regard to planning, forecasting and resourcing processes and systems, with an emphasis on service levels, productivity and efficiency optimisation benchmarking our processes against similar companies

The Person

We're looking for someone who:

Has demonstrable experience of working within a resource planning function ideally in multi-site environment and of producing short- and medium-term plans (4 weeks to 6 months out) using multiple data points
Has experience of working with an outsourcer
Has experience of utilising WFM products such as NICE IEX, Calabrio or Verint
Has experience of IVR management and optimisation
Has demonstrable ability to build, develop and enhance 'manual based' resource planning and reporting functions
Highly organised, logical and methodical approach to work with an emphasis on accuracy and attention to detail
Has excellent analytical skills
Has excellent communication skills and an ability to establish credibility quickly, both across the organisation and externally
Has advanced level use of Microsoft Office Suite in particular Excel and Power BI

We strive to create an environment where you can prioritise your wellbeing and offer a competitive benefits package to help you do this. We provide an employee assistance programme and are proud to offer a financial wellbeing tool to our employees.

We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.

For more information on ACCA, your journey as a candidate and the benefits of working with ACCA please visit our Work for Us page here