Call Centre Capacity & Planning Manager

Job Introduction

Capacity & Planning Manager

Permanent

Salary – Up to £50,000 per annum, dependent on experience

London Hybrid

As our Capacity and planning Manager within Saga’s Insurance Business, you will deliver first-class short-term planning, scheduling, and real-time execution, shift design/scheduling of colleagues, and achieving service level goals.

Reporting to the Head of WFM, you will lead a team of analysts to provide scheduling and real time services to operational areas across our sales and service and insurance claims teams.

In this varied role, you will be required to influence and support Operations, to drive cost-effective decisions across insurance operations.  You will possess strong initiative, team leadership, influencing and excellent judgement, as well as the ability to attract and grow top-notch people.

This is a truly exciting time to join our WFM team at Saga as our Insurance business undergoes a transformation regarding how we view WFM. You will join at a pivotal point in this journey, and your ideas and solutions will shape how we proceed.

We offer flexibility over where you work – you choose a place where you feel most comfortable and productive, either from home or in one of our hubs in London or Kent. There will be a hybrid element to this role as we come on occasion to collaborate, the frequency of this can be discussed on a case by case basis.

Role Responsibility

As our Capacity and Planning Manager you will be accountable for all planning, scheduling and real time management of all operational colleagues, ensuring the right people are in the right place at the right time.

Other accountabilities will include:

• Creating short term (4 weeks) capacity plans for operations – managing the trade-offs between Customer Experience, Colleague Engagement and Cost Effectiveness
• Maximising resource across Insurance operations when there is a deficit in headcount; protecting service levels and people engagement
• Leading on the optimising call routing process across the contact centre and ensuring that we are delivering the right calls to the right people
• Guiding senior leaders on every aspect of short-term supply and demand topics
• Assessing any short-term changes to understand impact on performance and produce actions plans to mitigate any risks
• Making real time decisions on how to best route calls depending on the circumstances and customer demand
• Contributing to the creation and implementation of best practice capacity planning vision, strategy, policies, processes, and procedures to aid and improve operational performance
• Working with the Senior Headcount Analyst to ensure that the forecasts derived within the WFM tool are an accurate reflection of the actuals expected
• Working with external providers to maximise the potential of existing offerings to ensure full benefits are realised

The Ideal Candidate

As our Capacity & Planning Manager, you would have a proven track record of building capacity/forecasting models with prior experience in a management role.

With demonstrable experience in statistics, forecasting and management information methods and techniques you’ll be able to deliver results through cross-functional working.

Whilst experience within the Insurance industry is desirable, we would be happy to consider applications if you have experience with workforce management from within other industries

Ideal skills include:

• Highly skilled communicator with the ability to communicate complex concepts to others
• Excellent interpersonal skills with the ability to form and maintain strong relationships internally and externally and engage with stakeholders
• Highly developed analytical and problem-solving skills
• Excellent attention to detail skills
• Commercial and financial awareness, with a full understanding of the impact of failure with regards to business costs
• Highly developed numeracy, statistical and reporting skills with the ability to analyse, interpret and manage information, data and trends
• Results orientated and organised with the ability to plan and deliver against deadlines

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.

Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group