Resourcing / Capacity Planning Team Leader
We are working exclusively with an industry leading client on the lookout for a Resourcing / Capacity Planning Team Leader to join their team in Warwickshire.
The Resourcing / Capacity Planning Team Leader will play a critical role in managing a dynamic pool of customer service resources across the UK. This position is responsible for capacity planning, using forecasting and data analysis to ensure the right levels of staffing at all times. The role involves strategically allocating personnel to meet short-term, high-demand needs without compromising their core responsibilities. The ultimate goal is to achieve operational excellence while maintaining high levels of employee satisfaction.
Key Responsibilities:
- Forecasting and Staffing Planning: Partner closely with the Data Management & Analytics team to determine the optimal size of the adaptive pool. Leverage demand forecasting, historical data, and key performance indicators (KPIs) to ensure accurate staffing levels.
- Task Allocation & Scheduling: Efficiently assign customer service personnel to short-term tasks, minimizing disruption to their primary responsibilities and maintaining seamless service delivery.
- Skills and Capacity Management: Develop an in-depth understanding of each team member's skills, capacities, and scheduling constraints to optimize task assignments within the adaptive pool. Identify training needs and escalate them to the Customer Service Leader through Journey Managers.
- Collaboration with Journey Managers: Collaborate with Journey Managers to identify resource needs for adaptive tasks. Coordinate with Team Leaders and other key functions to ensure resource allocations do not impact core service delivery.
- Monitoring and Feedback: Regularly assess the effectiveness of resource allocations within the adaptive pool. Actively seek feedback from stakeholders and use these insights to drive continuous improvement, reflecting a commitment to adaptability and excellence in resource management.
- Promoting Employee Engagement and Development: Foster a positive work environment where team members feel valued and supported. Encourage growth by offering opportunities to take on new challenges aligned with their skills and career aspirations, demonstrating a commitment to employee development and operational excellence.
Key Skills, Experience & Knowledge:
- Resource Management: Proven expertise in managing human resources within a dynamic, fast-paced environment.
- Analytical Skills: Strong capability to analyze resource availability and skill sets, optimizing task assignments for maximum efficiency.
- Communication: Exceptional interpersonal and communication skills, with the ability to effectively collaborate with team members and management.
- Problem-solving: Skilled in quickly addressing operational challenges and implementing effective, long-term solutions.
- Organizational Skills: Highly organised, with the ability to manage multiple tasks and priorities simultaneously.
- Resource Capacity Modelling: Proficient in developing and operating resource capacity models, utilizing relevant technologies to enhance workforce planning.
Our client looks for people who are open minded, embrace new ways of working, step out of their comfort zone and look to continuously learn. Opportunities to progress, to develop and to be recognised for your achievements are part of our client's daily life, and they want to share that with you!
By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.