Overview
Hornblower’s passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you are an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.
The role supports the planning aspects of the Hornblower virtual Global Contact Centre operation, covering the US, the UK and Ireland. The primary purpose of the Planning and Scheduling Manager role is to ensure that we have the right level of staff assigned to the right tasks, making it simple for customers to contact us via their preferred method, at their chosen time - receiving the same consistent level of service. The right person will be adaptable, dynamic, and embody Hornblowers’ RESPECT Service System.
Essential Duties & Responsibilities
- Managing the Planning team; responsible for allocation of work, coaching and developing team members and responsible for performance of the team and individuals within it.
- Short term, mid-term and long-term forecasting for the Global Contact Centre covering all channels, based on trends and business plans with a virtual operating model.
- Effective scheduling of resource across varying shifts & sites according to volumes and skill set to ensure we meet SLA's within a multi-channel virtual contact centre.
- Develop and maintain resourcing plans that optimise benefits of a virtual contact centre
- Managing scheduled absence and monitoring that it's kept up to date in WFM
- Maintaining capacity plans and skills audits to support operational delivery
- Analysis of gaps and pinch points and suggest shifts for recruitment or other measures such as training to bridge these successfully.
- Manage recruitment plans and liaise with Global Contact Centre Managers to ensure recruitment is on track and ready for required date
- Managing real time performance across the contact centre estate, liaising with the Global Contact Centre management teams over changes required to secure within day performance standards
- Managing all aspects of unscheduled absence and monitoring that it's kept up to date within the WFM solution ensuring that actions required within day are recognised and actioned to secure performance standards
- Establish and provide Contact Centre management reporting and analysis on overall Contact Centre performance as well as at advisor level, recommending actions to mitigate against the impact of underperformance. Includes monthly performance reporting.
- Analyse operational performance, making recommendations to Contact Centre management regarding process / operational model changes that could be made to improve operational efficiency and customer / guest experience
- Ensure all reporting process documents are created and kept up to date
- Being an SME in our WFM suite (Calabrio and MiPerform) and the go to person for all general resourcing queries
- Suggest improvements to current resourcing processes and operating model to mazimise operational efficiency; while maintaining our exemplary customer experience
- Work collaboratively with colleagues in IT (telephony and reporting) to ensure alignment of data flows and system configuration to meet the GCC requirements
- Ensure all planning process documents are maintained and kept up to date
- Be an Ambassador of our RESPECT Service System
- To support business improvement projects that impact upon Global Contact Centre; resources, customer channels and data flows.
- Other duties or responsibilities may be assigned as required
Requirements & Qualifications
- Contact Centre background (preferred)
- Proficient with resourcing within a WFM platform
- Proficient working knowledge of Excel (intermediate to advanced level)
- Excellent verbal and written communication skills
- Ability to communicate at all levels of management within the business.
- Ability and confidence to vary between being flexible and holding firm on a decision, depending on what the situation requires.
- Collaborating with others and working toward consensual solutions to achieve the group's objectives.
- Ability to work well and remain positive under pressure, while maintaining effectiveness.
- Highly numerate with good attention to detail
- A strong sense of ownership and responsibility with willingness to learn
- Adaptable and flexible
- Ability to work to ever changing deadlines and staying on-task to completion, particularly in the face of obstacles or other trying circumstances.
- Experience in a similar role (essential)
City Experiences Europe does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
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