Workforce Planning and Performance Lead (Contact Centre Operations)

Workforce Planning and Performance Lead (Contact Centre Operations)

Hours of Work: Full-time (35 hours per week)

Contract: Permanent

Grade: SC2

Target Salary: £42,642

Location: Bircham or Peterborough

CITB aims to lead the construction sector by example to ensure fairness, inclusion and respect for all. We seek to develop an organisation which reflects Britain’s diverse population and our main objective is to create a culture that enables our customers to strive towards an organisational community that is reflective of today’s society.

About the Role

As a Workforce Planning and Performance Lead, you will be responsible for ensuring that resources are allocated and scheduled in a timely and efficient manner across the operation, for the entirety of its service provision and resource pool. Providing accurate forecasting of contact volumes and processing volumes, ensuring that resource level meet demand to achieve service level agreements (SLAs).

You will also be responsible for providing analytical output and insight through the production and use of data for robust resource planning and management information within the Customer Operations team.

What you’ll be doing:

1. Workforce Planning

• You'll lead the planning that keeps our operation running smoothly and efficiently.
• Build, develop and maintain a workforce planning model that delivers the most effective forecasting of resource requirements across the operation.
• Produce and maintain reports to show current staffing levels, work patterns and attendance by skill set across Customer Operations, as well as future forecasting and expectations for ongoing plans
• Build strong relationships with other CITB Teams (incl. Product and Communications and Marketing teams) to understand their plans and actions that may impact resource planning assumptions
• Produce and communicate weekly/monthly resource planning data to relevant teams
• Analyse current and historical data, forecasting projections, seasonal trends, and monitor real-time performance. Making recommendations to the Customer operation management team as appropriate

2. Performance Reporting

• You'll turn data into meaningful insight that drives better decision-making.
• Lead on the delivery of management information (MI) reports and dashboards, working with the Customer Operations management team and their stakeholders to define robust MI underpinned by agreed service levels for each of the product and service areas.
• Ensure positive relationships are built with managers across Customer Operations to ensure that managers’ data needs are captured and managers are supported in interpreting data
• Work in conjunction with the DDaT team to put in place automation and self-service mechanisms for the operational team.

3. Service Delivery and Continuous Improvement

• You'll help shape how we continuously improve our service for customers and colleagues.
• Support the Team Leaders with input on service delivery to optimise productivity and customer experience.
• Monitor and analyse reports, identifying trends and using data and insights to make recommendations for continuous improvement
• Use up to data resource data and industry best practice to inform the operation of any emerging issues to mitigate risks to the operation
• What we’re looking for:
• We're looking for someone who combines analytical expertise with strong communication and stakeholder management skills.

Essential:

• Workforce Management (WFM) fundamentals for effective resource scheduling
• Advanced Excel skills and the ability to load data into databases and interrogate data accordingly
• Extensive experience in data analysis, collating MI requirements against agreed service levels and operational KPIs, reporting and process improvement
• Ability to produce and interpret MI reports and present to all levels of management
• Excellent interpersonal skills with the ability to communicate at all levels across the organisation

Desirable

• Educated to A-level standard, or equivalent standard in a ICT related discipline or with significant alternative experience
• User of a mainstream Workforce Management (WFM) Tool for schedule creation
• Experience of contact centre real time management using a wide range of forecasting tools and approaches
• Experience of working in a planning department and utilising planning tools within a customer service or contact centre setting

Other Requirements

• Compliance checks to be completed in line with the Safer Recruitment Policy, depending upon location
• Role could be identified as ‘Incidental’ contact and will require Disclosure & Barring services (DBS) checks
• Compliance with CITB working arrangements policy
• Ability to travel across CITB locations, and occasional wider travel as required.
• The post may require some working of non-standard hours as workload dictates

Why join CITB?

• Free onsite lunch at NCC sites
• Subsidised Costa Coffee on site at NCC Bircham
• Free onsite parking
• Free onsite gym at Bircham Newton
• 25 days holiday + bank holidays
• 3 additional days Christmas shutdown
• Generous pension scheme (up to 9% employer contribution)
• Life assurance (4x salary)
• 2 paid volunteering days per year
• Professional development & funded training qualifications
• Employee Assistance Programme
• Be part of a respected organisation shaping the future of UK construction

Closing Date

Please note that we reserve the right to close the vacancy prior to the stated closing date. Applications will be reviewed on an ongoing basis, therefore early applications are encouraged to avoid disappointment.

Safer Recruitment - Incidental

CITB is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people. Candidates must be willing to undergo the requisite pre-employment vetting checks and procedures, including checks with past employers and the Disclosure and Barring Service . A basic DBS is required for this post.

During the shortlisting process, CITB may consider carrying out an online search on shortlisted candidates as part of its due diligence.

Artificial Intelligence

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.