Job description: Business Planning Manager – Workforce & Resource PlanningAs the Business Planning Manager, you will be responsible for supporting client relationships from a planning perspective, owning internal relationships with key operational stakeholders/support teams and driving effective relationships with our off-shore planning teams. You will also take a lead in ensuring planning processes for your operational units are robustly governed.This is a hybrid role working around 2 days per week in our Little Island office.What you’ll be doing:
Formulating actual and future resource requirements to support business decisions around training and recruitment
Formulating budget assumptions and future resource requirements for existing clients and work with Finance and Operational teams to agree long-term budgets
Ensuring the forecasting process for the accounts within remit are in line with contractual requirements/agreed client governance.
Supporting senior management to analyse client information to improve the efficiency of their business through better utilisation of their multi-channel resources
Designing schedules which meet contractual service levels with consideration for agent engagement where possible.
Where appropriate work with our off-shore planning teams to support them to deliver the required level of service for our clients in a robustly governed way
Owning client and senior internal stakeholder relationships from a planning perspective and work with support teams (e.g. Recruitment, Training, Finance, BI, etc.) as appropriate.
Supporting the change process, adequately challenging and providing input for change controls in a timely fashion.
Supporting senior management to ensure account(s) within remit adhere to agreed planning governance structures.
Work with senior operational stakeholders (e.g. Operations Director) to ensure that contracted service levels are met by improving schedule efficiency, utilisation, adherence and productivity and proactively identify service delivery issues
Line management of Resource Planner(s).
What we’re looking for:
Knowledge of planning theories and forecasting methods
Knowledge of Call Centre switches/network level routing /skill based routing desirable
Knowledge and application of Planning specific software – Aspect, Aspect Perform and eWFM
Knowledge of commercial mechanisms used in outsourcing
Experience of planning space /seating requirements
Experience working with/leading off-shore teams desirable
Strong communication and influencing skills
Experience of large scale, multiple client/dimension resource planning
Ability to propose creative solutions rather than tried and tested methods
Excellent presentation skills
We can only consider application from those residing in the Republic of Ireland.
Expected salary:
Location: Cork
Job date: Fri, 27 Jun 2025 22:49:09 GMT
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