An exciting opportunity has become available for a Real Time Tactical Planning Manager to join our team based in the Widnes customer management centre (CMC). In this role you would be responsible for the delivery of short term Intraday plans, ensuring achievement of CMC Key Performance Indicators, balancing Service, cost and colleague engagement.
What you need to do
Accountable for the short term, 4-week plan, inclusive of on the day delivery. Ensuring the Real Time team are adequately equipped to execute the plan and manage any deviations to this.
Provide direction and support to the Snr Analyst team, utilising their support to ensure effective coaching, outputs and delivery of the Real Time Analyst team. Further, developing a high performing, well-motivated successful planning function.
Proactively review Intraday Plans across a rolling 4-week, utilising and continually developing a tactical playbook of levers to be utilised. Gather and recommend outputs to support in effective delivery, escalating any business-critical concerns to ensure the right level of focus.
Work closely with the Schedule Planning Manager, to deliver a succinct plan across Scheduling and Service Delivery.
Suggest and participate in strategic conversations, working with the Service Delivery and Planning Manager to recommend improvements and best practice, continually working in the ethos of continuous improvement.
Ensure Telephony platform is set up reflecting best practice, consistently reviewing and working with Product owners and technology teams to further improve in line with the contact centre industry.
What you need to know and show
Strong leadership with a proven track record of engaging, leading and developing high performing teams.
An understanding of contact centre call routing and IVR technology across retail and regulatory lines of business.
Minimum of 3 years’ experience managing a Planning team within an omni-channel contact centre environment.
Advanced Excel user with the ability to manipulate date to provide insight
High level of understanding of both Avaya ACCCM and IQ systems, along with knowledge of work force management skills, with Verint i360 desirable.
Proven track record of delivering results, whilst driving change within the tactical planning sphere to deliver strong performance.
Motivated, flexible and a strong sense of effective time management. Strong under pressure inspiring others to remain calm in crisis.
In addition to a competitive salary and an exciting working environment, other benefits include a holiday allowance which starts at 22 days per year (increasing with service), share save scheme, discretionary annual bonus, staff discount in the Argos/Habitat/Sainsbury’s stores and company pension scheme.
Here at Sainsbury’s Argos we’re a proud equal opportunities employer that values diversity at every level of our business. Inclusion and Diversity are fundamental to our culture and values, fostering an innovative, collaborative and fast paced work environment that means we can build a better future for our colleagues and our customers. Everyone is welcome at Sainsbury’s Argos. Want to find out more? Then visit our Diversity & Inclusion page on our Careers site – www.argos.careers/diversityandinclusion