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About the Role

As a Resource Planning Manager, you will work closely with Heads of Customer Operations to help shape the resource strategy across Customer Operations. You will be responsible for keeping a keen eye on customer behaviour, forecasting incoming volumes, and delivering a core strategy to support customers and agents. You will lead the Real Time team to monitor incoming volumes in queues, report on daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance. You will also support the Head of CX to help shape the future of customer experience from understanding key trends and behaviours in Workforce Planning and forecasting.

Responsibilities

Own the resource strategy across Customer Operations, including management of the 5 year resource model.
Support performance delivery and planning, with core metrics such as shrinkage, contact rates, contact reasons, and forecast months out to understand contact pinch points where new strategies need to be developed.
Develop clear reporting to monitor customer contacts, explain current and forecasted movement, and support Heads of Ops in implementing long-term strategies.
Lead the Real Time team to enforce real-time adherence, and scope 3rd party support in advance of intraday.
Monitor contact volume at interval level, proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and other real-time events impacting productivity hours to meet SLAs.
Work with third-party CS teams to ensure adequate staff coverage and capabilities.
Monitor and build reports on real-time performance.
Own the holiday approval process to ensure consistent staffing.
Develop a weekly narrative, holding senior stakeholders accountable for team performance.
Create and optimize schedules, allocating time for training, meetings, coaching, etc., based on interval-level staffing needs.
Recognize and communicate challenges and areas of improvement during and after scheduling cycles, providing solutions to meet staffing expectations at the interval level.
Monitor ticket volumes & assign tickets to 3rd party teams.
Act as WFM Tech/System SME for Calabrio, ensuring full capacity, utilizing new features, maintaining users and licenses, leading the relationship with the Calabrio Partner, and acting as Lead for any incidents.
Act as AWS SME, overseeing the creation and maintenance of intents, contact queues, and routing profiles in line with business demand. Open and close lines and manage agent skill sets/priority levels.
Own the IVR, ensuring a smooth customer experience, creating and maintaining a bank of messages in line with So Energy Tone of Voice.
Drive continuous improvement of contact centre operations and systems for effective contact and channel management.
Serve as Incident Management representative for Customer Operations, supporting tech and customer incidents.
Ensure consistent forecasting, planning, and performance processes across Customer Operations.
Assist with projects and other duties as requested or assigned.

Requirements

Highly experienced in Contact Centre and Operations forecasting, with the ability to create and maintain complex models.
Experience using and optimizing WFM systems; knowledge of Calabrio is desirable.
Experience using Amazon Web Services (AWS) to manage customer contact.
Highly experienced in Excel; experience of other data tools (SQL, Looker) is desirable.
Attention to detail and high level of accuracy.
Ability to take initiative.
Flexible team player with a positive attitude.
Organized with the ability to quickly and effectively adapt to change.
Able to communicate professionally - oral and written.
Problem-solving skills.
Encouraged to apply even if not 100% qualified, highlighting experience, skills, and passion.

Skills

Forecasting
Resource Strategy
WFM Systems
Calabrio
Amazon Web Services (AWS)
Excel
SQL
Looker
Communication
Problem Solving
Adaptability

Location

Chiswick, London
Hybrid

Work Type

Hybrid

Experience Level

Highly experienced

Salary/Compensations

£57,000 - £66,000

Benefits

Smart Working Charters
Hybrid working
Personalised learning & development budgets
L&D buddies
Internal learning platform
Up to 10% performance bonus
Annual Salary Reviews
Commitment to being a real living wage provider
Your birthday off
3 So Giving Days
Enhanced family leave
Perkbox (coaching, therapy, wellbeing & savings benefits)
Free eye tests
Flu vaccinations
Menopause Policy
Affinity Groups
Bi-annual Value Awards
Monthly events
Charitable Fundraising

About the Company

So Energy was created in 2015 with the aim to improve energy supplier services.
The company has grown rapidly but sustainably, serving 300,000 customers and employing over 450 people.
So Energy is on the road to a net-zero future, with a partnership with ESB.
The company is customer-centric, tech-led, and passionate about sustainability.
So Energy fosters a supportive, empowering, inclusive workplace culture with opportunities for growth.
The company operates by six core values: Clear, Honest, Ambitious, Inquisitive, Caring, Sustainable.

Equal Opportunity

As a Disability Confident Committed employer, we encourage applications from everyone, and we will ensure fair and accessible recruitment for all.
At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion, and belonging.
We believe our unique qualities should be celebrated as they are critical to our innovation.
It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise.
Inclusion isn’t just an initiative at So Energy. We strive to embed it throughout our entire culture.