Migrant Help are hosting an exciting and unique opportunity to recruit a Head of Resource Planning and Management. You will be joining us on a Permanent basis and in return you will receive a competitive salary of £48,356 per annum. This is a home based role, however flexibility to work unsocial hours by prior arrangement and travel in the UK and abroad as required
About us:
Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to migrants across the UK. Our vision is for a global society that protects migrants, treats them with respect and enables them to reach their full potential. We foster a culture in which equality, diversity and inclusion are recognised, valued and encouraged. It doesn't matter who you are or where you come from, we match your skills with the needs of our organisation, as long as you share our values, vision and goals. We welcome applications from candidates regardless of their age, religion or belief, race, gender reassignment, disability, sexual orientation, sex, marriage or civil partnership, pregnancy and maternity.
About the Head of Resource Planning and Management role:
This is an exciting and unique opportunity for someone to join the expanding contact centre team within Migrant Help, shaping the future with a new way of working and enabling us to provide the best possible service.
We are looking for an experienced Resource Planning professional to support with forecasting and planning with the AIRE Contract, specifically our Eligibility, Advice and Guidance Line (EAGL), covering a range of services, inbound calls, webchat, outbound calls, and back office. The successful candidate will be a specialist in a range of forecasting, resource modelling and scheduling techniques.
They will provide Migrant Help and associated services with subject matter expertise to provide the optimal approach to resource planning.
Key responsibilities of our H ead of Resource Planning and Management:
- Establishing and maintaining disciplined Forecasting/Resource Planning reporting models and controls
- Identifying opportunities and managing improvements in resource planning
- Continuously advise and manage resource planning process improvements to drive efficiency and service improvement
- Playing a key role in ensuring that the right resource is available to deliver against KPIs, pro-actively monitoring on an on-going basis
- Working in partnership with Head of Talent & Culture to define and coordinate plans for staffing
- Establishing good working relationships with Operational and Data Reporting teams to ensure that reporting to all levels is accurate. Making good use of data tools (e.g. Power BI) to automate clear reporting and analysis models.
- Ensuring workplace planning is linked to the annual budget and financial forecast cycle
- Interacting cross functionally with key stakeholders to coordinate and oversee the growth of forecasts
Skills and experience we are looking for in our Head of Resource Planning and Management:
- Degree-level education or equivalent experience
- Experienced in communicating confidently and credibly with senior management
- Have extensive knowledge and experience of end-to-end resource planning within a Contact Centre environment, including forecasting, scheduling, and shrinkage management
- Strong stakeholder engagement and communication skills, with experience of working collaboratively with Team Managers and Account Managers to optimise performance
- Experience in both front and back-office Resource Planning
- Previous demonstrable experience of forecasting and scheduling within a resource planning role
- Demonstrable ability to articulate complex data sets in a concise and clear fashion
- Experience of regular impact assessments, business case creation and commentary to board level
- Ability to gather large quantities of data, analyse data, present and deliver at a high level to key stakeholders (Board level and Home Office)
- Excellent attention to detail
This post is subject to an Enhanced Disclosure and Barring Service (DBS) check
Closing Date: 14 August 2024
If you are interested in becoming our new Head of Resource Planning and Management, please click 'APPLY' today. We look forward to hearing from you!