Tactical Planning Manager

Role : Tactical Planning Manager

Location: Pan India

Candidate Expectations & Responsibilities :

• Candidate should have 8-10 years of relevant experience.
• To lead and develop a team of tactical planning specialists, producing exceptional levels of resource optimization and workload management.
• Complete regular performance and wellbeing reviews with individual team members, also implementing training & development plans.
• Create succession plans for continued development and tenure across the wider planning team.
• Chair meetings, ensuring high quality of content, control, and output.
• Ensure that governance and rigour are applied throughout all planning processes.
• Strive to achieve service level goals, deploying course-direct actions where appropriate, and working to continuously highlight & minimize risk.
• Work with and influence both internal and external senior stakeholders.
• Work in partnership with the wider planning & support teams, including off-shore, to provide a comprehensive service to the business & client.
• Drive operational performance & efficiency
• Drive Intraday/real-time issue resolution and planning
• Identify & react to opportunities for continuous improvement
• Review, analyse, and present on various elements of planning & performance
• Manage the approach to agent activity & adherence via use of relevant systems, facilitating productivity improvements and service level attainment.
• Where required, act as a support mechanism and link in with offshore teams and peers in order to deliver a collective & comprehensive planning approach.
• Manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
• Take the lead to ensure the action of changes in real-time in order to deliver optimal performance outputs.
• Deliver impact assessments and production of intraday performance scenarios as a result of exceptional non BAU type events.
• Create, develop, and deliver analysis to a wide range of stakeholders, ensuring high levels of communication & interaction.
• Ensure findings from real time analysis are fed through to the end to end planning process.
• Develop skills and expand knowledge across the wider planning team activities in support of this.
• Challenge and improve ways of working in order to drive efficiency, resulting in cost savings through reduction in FTE.
• Highlight non value-add activities that are undertaken in the Contact Centre and then work with key stakeholders to reduce and eliminate these tasks.