Forecasting & Resource Planning Lead
Hybrid working with at least 3 days per week onsite in Cheltenham.
Salary £45- £50K subject to skills & experience, plus a fantastic benefits package including company bonuses.
The Forecasting and Resource Planning Lead is responsible for delivery of the appropriate forecasting of activity and resourcing for field service, contact centre and outsourced teams to ensure that delivered levels of service match customer demand as closely as possible.
In this role you will be part of the Customer Service Operations Team that implements the overall service strategy.
The role holder will have responsibility for inputting into the service budget forecast and will support successful adherence to KPIs that increase workflow, enhance performance management and drive improvement in the overall customer experience.
As part of the Customer Service Operations Team, you will be required to work closely with the Manager – Customer Services, Manager – National Field Operations, Manager – Commercial Service and Manager – Transformation and Optimisation to ensure a unified approach to delivering service excellence.
The role is pivotal to achieving the two key elements of the Customer Service vision – delivering best in class customer service and service revenue against budget.
Basic Function
- Capacity modelling (involving any type of resource impact across service) collaborating with Finance, Marketing, Sales and Technical teams to ensure all business inputs are considered.
- Define supply and demand forecasts (capability) for service provision across the organisation to enable accurate budget modelling, highlighting risks and opportunities for business improvement that influence the P&L.
- Anticipate workloads against key drivers e.g. weather, bank holidays, new product launches etc and ensure all stakeholders have the right information so work is prioritised appropriately to deliver service levels consistently.
- Understand all service teams KPIs to ensure that appropriate resources are available in the right place at the right time to meet them.
- Create an early warning approach to business and customer risks and actively engage with relevant business units to devise plans and mitigation strategies.
- Be a key stakeholder in decisions relating to service delivery against the planned number.
- Coordinate analytic, strategic and technical resources to balance resource levels while exceeding customer expectations.
Skills & Qualifications
- Effective and proven capability to resource plan and forecast in a service focused environment.
- Ability to influence and confidently communicate with all levels of internal and external stakeholders.
- Exceptional ability to act strategically and sustainably in the company’s interests.
- Strong relationship building skills with ability to effectively manage group and interpersonal situations.
- Strong communication skills that demonstrate transparency and solicit involvement of others whilst demonstrating own experience and expertise.
- Analytical skills that assist to quickly grasp complex issues and enable the extraction of key information to drive decision making.
- Inquisitive nature and well organised.
- Minimum three years of resource planning and forecasting experience (including field service).
- Computer literacy: Microsoft Outlook, Word and advanced Excel skills and including CRM and Salesforce.
- Experience of workforce management tools and database management essential.
- Commercial acumen with awareness of cost drivers and potential impacts across all business functions.
Benefits
- Competitive total rewards package to support health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.
- Genuine commitment to creating better tomorrows and driving meaningful change to help people live gracious, healthy, and sustainable lives.
Equality and Diversity
We are an equal opportunities employer. If, as an individual with a disability, you require adjustments during the recruitment process, please contact talentacquisitionuk@kohler.com.
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