Planning & Quality Manager - Brandon Hire Station

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  • Vacancy Title
  • Planning & Quality Manager - Brandon Hire Station
  • Company
  • Vp plc
  • Division
  • Brandon Hire Station
  • Location
  • Manchester (Trafford Park)
  • Closing Date
  • 10/08/2022
  • Job Description
  • What you will be doing

    This role is responsible for the delivery of a resource planning service for the National Contact Centres alongside overseeing the delivery of the Quality Assurance Framework.

    • Deliver capacity planning, forecasting, MI and customer analytics to achieve and optimise key performance indicators across the contact centres.
    • Create and manage short, medium and long term forecasts across an Omnichannel contact centre
    • Provide the management team with support for real-time management
    • Plan for offline activities ensuring that shrinkage is analysed and understood
    • Identify best practice in workforce planning and workforce utilisation
    • Work in conjunction with the broader Management teams to continually increase quality standards in a fair and consistent way across both centres.
    • Develop an independent audit framework that supports Team Leaders in their assessment of quality throughout the contact centres
    • Identify key trends impacting quality and actively work with the management team to seek improvements
    • Drive the development of our knowledge base to help improve service delivery
    • Responsible for implementing new quality assurance checks to continually drive our framework

    Do you have what it takes?

    We know that this is a unique opportunity and welcome applications from people who believe they could really make a difference in this role, even if your experience has been limited to just one of these functions.

    • Our people, both colleagues and customers, are our most precious asset and so you must have a people first attitude with strong relationship building skills.
    • Extensive resource planning experience in a contact centre environment
      • Ability to produce forecasts utilising Microsoft Excel
      • Experience of planning in a multi-channel / Omnichannel contact centre
      • Capable of translating forecasting information into potential financial impacts
    • A strong understanding of quality assurance frameworks
      • Ability to recommend and develop audits to support our people to deliver a great level of service
      • Strong focus on data quality and accuracy
      • Evidence of collaborative and partnership working with other departments, internal and external, to solve problems and generate improved working practices
    • Demonstrable commercial focus and business acumen in making recommendations and decision making
    • Highly analytical and a logical thinker with the ability to apply creative solutions to resource constraints
    • A knowledge of Zendesk or CXone would be an advantage.

    A little bit about us and what we can offer:

    This is a unique opportunity combining Resource Planning and Quality Assurance and offers the right person the opportunity to join us at a time when we are establishing these functions. We’re not afraid of trying new ways of working and have invested in some of the best technology you’ll find in a contact centre. We’re looking for someone that wants to put their own stamp on things and is looking for an interesting and varied role.

    Our environment is supportive, collaborative and fun. New ideas are encouraged and as a growing department, there’s plenty of opportunities to innovate and make an impact. Our contact centres are open Monday to Friday 7am to 5pm and Saturdays 8am to 12 noon and your working pattern will be based across Monday – Friday, no weekends with hybrid working on offer.

    As well as a competitive base salary and annual bonus, you will receive employer pension contribution, life insurance, free car parking, employee assistance programme, enhanced maternity/paternity/adoption Pay, employee discounts and regular events throughout the year. We offer a best in class learning and development programme to help you grow your career and realise your potential.

    Think Tool Hire. Think Brandon Hire Station! We are an award winning leading provider of tools and specialist rental products to industry, construction and home owners across the UK. With over one hundred and fifty trading centres, we are able to service both local and national customers across all UK mainland locations, supported by our 2 National Multi-Channel Contact Centres up in Manchester.

    If this sounds of interest, please get in touch.

This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.