We are recruiting a Tactical Planning Manager to join our team in Cardiff.

Produce regular routine monthly & ad-hoc reports for distribution to key stakeholders within the LGI operation.  This will include the production of bespoke reports from all core-reporting systems (WFM, Workflow, Productivity and Forecasting databases etc.).  All reports to be provided in an accurate and timely manner.

Effectively plan and optimize the staffing resources across the LGI operational areas while providing consistent communication to the key stakeholders in Operational Planning, Operational Teams and Senior Managers on actual and predicted agreed service level targets.

Act as a central control for agent schedules ensuring adherence to operational processes such as holiday agreements and flexible working requests and lateness. Interact with internal customers, ensuring the privacy of sensitive information and that personal situations are dealt with in a sympathetic and empathic manor, while balancing the needs of the business and providing feedback when appropriate to relevant stakeholder

Enhance and further optimise the use of technology (WFM/CMS reporting etc.) to ensure optimum service performance and MI provision while developing and maintaining a positive working relationship with Operational Management and staff.  Assess performance of systems in order to identify continual improvement opportunities and operating risks which need to be raised with Operations Managers.  Make recommendations for developing new ways of supporting both front and back office.  Effectively communicate information and data to all interest parties across the Life General Insurance business, ensuring that key performance trends are highlighted and explained

Analyse, interpret, monitor and report service trends and adherence to make recommendations to ensure an optimized approach to operational planning, while accommodating changing customer behaviours. Also providing trends and reports to the Operational Managers to ensure compliance and best possible performance.

Accountable for the accuracy of information within Work Force Management (WFM) system, ensuring all data is kept updated within agreed timescales, conducting relevant internal audits as appropriate.

Challenge where appropriate the Operational Areas, ensuring accountability for ensuring that performance related objectives such as wrap times, aux codes and  behaviours are managed ensuring any concerns/observations are provided to the relevant stakeholder

Act as the key contact for your business section of Operational Planning and as an advocate and subject matter expert of the tools, processes to make informed decisions that ensure a balanced approach to all work flows, efficiently using staff resources to provide the best possible customer experience. Using methodologies used by the Life General Insurance Operational Planning department and experience to share best practice and suggest improvements to the business approach to operational planning.

Define, develop and deliver training to the Operational Planning Team and operational management, that helps individual technical development / system knowledge and helps the department increase its overall effectiveness, whilst optimising processes to ensure efficiencies. Ensure pipeline of talent is developed through the team to support continuity plans.

Manage and lead the planning team to ensure high levels of engagement and continued professional development to empower them to add value to the business

Develop and manage reliable MI, forecasting tools and processes that deliver high accuracy at monthly, weekly, daily and intraday level. Use these to drive superior service at the right margins.

Real time/tactical managers and team reporting into you to achieve operational service level targets on monthly, daily, and interval level through active monitoring of real-time contact centre performance

Real-time monitoring of critical business operations and performance indicators at an interval level: call volumes, average handle times, queue time, call centre agent availability, call centre service level adherence

Recognize and initiate escalation for all system difficulties or outages including switch, routing systems, computer systems, customized department systems and all applicable supported applications within guidelines. Maintain constant contact with any impacted contact centres throughout the duration of any crisis event to provide any needed assistance and report any situational changes to the business.

Maintain incident activity logs to include business impact, remediation plans, root cause analysis

Knowledge:

Strong system knowledge of Contact Centre technologies such as; workforce management, multiple channel back office workflows and telephony.

Understanding of tools and techniques to develop effective schedules.

Understanding of load balancing and blending of contact centre resource across front and back office business functions.

Knowledge of contact centre resourcing methodology including scheduling techniques, real time and intraday management principals.

Understands the regulatory issues surrounding LGI and applies that knowledge in planning and scheduling.

Excellent understanding of workflow processes, systems and incident management.

Good awareness of LGI Operational process and their implications for planning and scheduling.

Good understanding of process mapping.

Experience:

Effective, concise and professional communication and presentation skills and ability to tailor as appropriate to audience.

Analytical and logical thinking with the ability to apply creative solutions to achieve a desired outcome.

Problem solving, both in the ability to resolve issues quickly but to provide clear options/information to enable others to make decisions

Ability to use strong analytical skills for business benefit. 

Ability to appropriately gather, integrate and interpret data.

Ability to constructively challenge and test assumptions in order to identify improvements.

Strong attention to detail when inputting data and updating system and technical proficiency in extracting prerequisite data from disparate internal systems.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information please contact Rachel.Varney@landg.com