Real Time Planning Manager

Key purpose:

Reporting to the Head of Planning, this extremely varied role will be to support and develop your team. To oversee the management of the real time delivery of our advisers and support the interaction with operational teams and client resource planning teams.

Duties and responsibilities:

• Proactively monitor the performance of the advisors and work with the operational teams to deliver Real Time KPIs
• Service levels and calls answered goals
• AHT performance
• Schedule conformance and adherence
• Provide daily feedback to the planning team on the effectiveness and accuracy of plans being completed.
• Effective communication with the client resource planning teams on our staffing levels to enable the client to make informed decisions on the throttling of calls to partner sites.
• Post-day analysis on main KPIs and performance of teams to enable the operational managers to optimise their teams perfo...