Tactical Planning Lead
The Tactical Planning Lead will lead and develop a team of coordinators across the contact centre estate, covering both health advisors and clinical practitioners. This role reports to the Tactical Planning Manager and offers expert-level understanding of planning and scheduling methodology.
Key Responsibilities:
- Supporting the creation of a robust Tactical Planning framework that aligns with industry best practices and company goals
- Developing tactical forecasts and scenario models to support the Tactical Planning team in creating efficient schedules for various channels
- Acting as a key interface between senior operational stakeholders and the Tactical Planning team, providing expert knowledge on scheduling best practices, working time directives, and mitigation planning
- Leading a small group of Tactical Planning analysts, offering side-by-side and one-on-one coaching
- Providing expert knowledge on WFM tools, including NICE IEX and NICE CX One, for administration, optimisation, and training
Knowledge, Experience & Skills
- The ideal candidate will have expert experience in WFM systems administration and development
- Strong knowledge of IVRs and Call routing, significant experience in contact centre planning and multi-channel resource planning cycles
- Awareness of tactical planning, scheduling, and Erlang methodologies, and proven experience in identifying performance trends and making improvement recommendations.
- Experience working in a digital environment (social media, web chat, email) alongside inbound/outbound calls, advanced PC and MS Office skills.
- Experience with change management are preferable.
- Capabilities should include excellent analytical skills and a proactive outlook toward feedback and continuous improvement.
- Strong people skills and role model behaviors.
- Exceptional knowledge and understanding of Contact Centre metrics and KPIs, and a right first-time attitude with a focus on quality outputs.
Applicants must be located and eligible to work in the UK without sponsorship.
Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website. If you would like this job advertisement in an alternative format, please contact MERJE directly.