Planning & Scheduling Manager

About People’s Partnership: At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fueled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves. What you'll be doing: As a Planning & Scheduling Manager you will be responsible for overseeing the planning and scheduling of Customer Service Executives’ shifts and shrinkage activity. Your responsibilities will include ensuring the shift schedules produced and all shrinkage activity scheduled in are analysed for optimal performance within the department. You will also be responsible for overseeing of day to day real time monitoring and analysing of Customer Service Executives real time availability across the area. You will be responsible for balancing available resource, maximising efficiency, monitoring real time productivity and availability in order for the department to meet their SLA’s and KPI’s. Create and maintain CS Execs’ shift schedules ensuring that shifts are optimally planned to meet the requirements and SLA’s across all contact channels and queues. Monitoring incoming volumes across all queues to ensure the most appropriate staffing levels are set Ensure all necessary activities are planned and tracked, working alongside Team Leaders to support them with the effective management of their team. Make recommendations to the Leadership team such as skill changes, shift changes or overtime requirements to meet demand and SLA’s. Management and Ownership of annual leave approval and scheduling What we’re looking for: Previous experience of working in an analytical role within a contact/call centre or operations function Knowledge and experience of planning and managing resource within a contact/call centre Ability to meet deadlines within tight timelines Ability to work independently and as part of a team What you can expect from us: Generous pension contributions with an employer contribution of up to 14% Real living wage 25 days starting annual leave allowance (rising with service) plus your birthday off Onsite Parking (in Crawley offices) Income protection, critical illness cover & death in service insurance Work from abroad policy for all levels Employee healthcare Parental and adoption leave Learning & development opportunities, paid for professional qualifications and study support Travel season ticket loans Subsidised restaurant in our Crawley office Volunteering days and charity payroll giving Onsite gym Ride-to-Work scheme Social clubs and events You can learn more about how we support our employees on our website Disability Statement People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you

Location: Pound Hill, GB

Posted Date: 2/27/2025