Head of Planning

  • Location
    West Malling, Kent
  • Category
    Call Centre & Customer Service - Customer Service Manager
  • Contract Type
    Permanent
  • Industry
    Call Centre & Customer Services
  • External Reference
    JN-092019-92454
  • Salary
    45000 £ - 65000 £ / Year

Head of Planning


Kings Hill


£45,000 - £65,000 per annum.


Benefits: 22 days holiday + BH (increasing yearly with length of service up to 28days), Private Medical Insurance, Pension, Perkbox, Discounted products, Cycle to work scheme, Free annual eye test, Company events and more!


40 hours per week. Monday - Friday


Office Angels have teamed up with this innovative, fast growing organisation based within Kings Hill, who are looking for a Head of Planning to work with the Client Services Management Team to refine and implement a best in class customer experience. This will involve leading and developing case management excellence across the whole of client services. This role will report directly into the Client Services Director.


What are the responsibilities?



  • Responsibility for all aspects of Client Services work force management including resourcing requirements, intraday management and work force optimisation

  • Calculate resourcing levels within a complex, constantly changing customer operation so that customers consistently receive world class customer experiences from Client Services

  • Uses historical and anticipated volume across all contact types including long-term, medium term, and short-term forecasting and scheduling adjustments Manage the creation, publishing and adherence to all relevant working schedules

  • Ensure operational shrinkage is well understood by all stakeholders and planned for

  • Perform continual analysis of current performance and conduct real time re-forecasting to make necessary adjustments to resourcing plans

  • Analyse resource information to identify trends and provide meaningful insight to Client Services Management

  • Analyse, review and communicate individual and team performance to ensure to adherence to schedules and work with stakeholders across Client Services to ensure this is sustained.

  • Seek to continually evolve all planning, forecasting and resourcing processes and systems, with an emphasis on service accessibility and quality

  • Produce regular management reporting and presentations that supports key decision-making for headcount requirements and budget forecasting

  • Analyse real-time and historical Client Services performance and identifies opportunities to improve performance and provide meaningful insight to the Client Services management team

  • Identify and manage the communication of real-time volume drivers, individual events and system outages that impact performance

  • Work with the Client Services Operations team to assist in forecasting resource requirements and ensure that the recruitment requirements are planned to ensure that sufficient resources are in place to achieve agreed Client Services SLAs and quality targets

  • Continually review internal systems, procedures and processes to ensure resource and operational efficiency

  • Collaborate effectively with internal stake holders including other members of the client services


What skills will you require?



  • Instinctively service-orientated, you should be able to demonstrate a thorough knowledge and passion for Contact Centre and operational environments and the dynamics that impact operational performance.

  • Recent and demonstrable experience in planning, forecasting and resource optimisation in a customer operation or contact centre environment.

  • Attention to detail, high levels of numeracy, strong verbal and written skills and a creative style are essential for this role.

  • Ability to adapt forecasting and planning methodologies to a variety of inbound, outbound and back office operational functions.

  • The ability to think fast, spot trends, act quickly and deliver to tight deadlines within a demanding and challenging environment.

  • Excellent reporting and presentation skills with a demonstrable expertise in Ms Excel and other analytical tooling.

  • Experience of using Contact Centre Workforce Management scheduling systems.

  • A minimum of 4 years Relevant management experience in a call centre


Apply online with your CV today for this exciting role; Managed by Office Angels - Tunbridge Wells. Contact 01892 614242 for further information or questions. Ask for Debbie or Sarah.


Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.


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To speak to a recruitment expert please contact Sarah Jones