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EAP Workforce Planner - Hybrid (some onsite work required) Mandarin Court Warringtonx2 days per week

The Workforce Planner prepares and produces work volume and staffing forecast dashboards, whilst making recommendations for optimising scheduling to maximise service delivery and quality. Based within a telecommunications environment the workforce planner will be responsible for ensuring all incoming calls are answered by maximising availability and working closely with the management team to achieve this.

Key Accountabilities and Responsibilities

Manage EAP helpline shift patterns and process, including planning for all training, offline time, 121’s mandatory training and other meetings and projects that could impact utilisation.

Distribute workloads fairly amongst the designated team to optimise availability on the helpline and ensure calls remain within contractual service level agreements.

Maintain daily rota changes for non-discretionary exceptions.

Regularly optimise breaks and lunches to increase service levels.

Medium and long term strategic headcount planning identifying: headcount requirements by skill set, future service challenges and levers to protect service. Rolling 3,6 & 12 month forecast against client demand and volumes into EAP service including Calls, Emails and Live Chat queries.

Make real-time staffing recommendations and run reports on individual availability.

Track and report on individual productivity, and the impact to service levels.

Support Senior Leadership Team by creating and presenting reports and dashboards on both live and historical data to forecast performance results to understand areas of improvement against key SLAs.

Work closely with the EAP helpline management team to analyse and develop weekly recommendations for scheduling, uses staffing requirements, helpline volumes and operations schedules to determine required staffing levels to ensure the PAM Wellness have the ability to meet operational efficiency.

Approve and decline annual leave requests, based on the pre agreed annual leave levels, balancing the helpline service levels, escalating any concerns to the relevant manage in advance.

Escalate any service or telephony issues immediately.

Design and implementation of accurate forecasting models identifying key demand drivers into operational teams.

Provision of transparent input into Finance for budgeting process for Operational teams. Create clarity around inputs, assumptions and variables within the plans.

Responsible for the tracking of headcount to budget and management of any variance.

Own and develop the relationship with our key outsource partners from a W.F.M. perspective.

Own and develop the relationship with our management information team, ensuring reporting tools continuously reviewed and updated to provide best visibility of performance and impacts.

Monitoring performance across the EAP helpline team to ensure we answer our daily calls and exceed customer expectations. Ensure variance to performance understood and ongoing risks are managed.

Provision of analytics on operational performance and efficiency.

Build effective relationships across operational teams and key business functions within PAM Group to embed the planning process within the key processes of the organisation.

Work on additional projects to support the department.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Skills, Experience & Qualifications

Previous workforce management experience or similar contact centre environment

Experience using software to build and maintain complex forecasting models

Flexible, adaptable, self-motivated, works well under pressure and keen to learn

Outstanding IT skills including MS Office knowledge and experience including a solid understanding of MS Excel

Strong analytic skills with the ability to relay and translate key information at all levels.

Experience of leveraging relationships at all levels,with the ability to gain buy in and achieve win/win outcomes for all.

Foster a culture of a true client centric culture, achieving the best everyday for our clients and for our people, leading by example by enabling others to understand client requirements & impacts.

Our Company Benefits Package

Industry Leading Healthcare Scheme – Opticians, Dental, Physio & more!

Excellent Pension Plan - 8% auto-enrolment and up to 5% matched contribution

24/7 Doctor helpline – book a telephone or video appointment with a GP

Employee Assistance Program – 24/7 telephone counselling helpline

Flexible working hours and 33 days annual leave (includes bank holidays)

Top training and development opportunities, with best-in-class tech gear

Our Values and Behaviours

At PAM we are passionate about people and delivering our Everyday Things That Matter Values and Behaviours to our customers and our colleagues.

Our cultural philosophy is based on putting our people first, creating high performing teams who deliver great services for our clients.

We’re looking for driven and ambitious professionals to join our team, who are just as passionate about our philosophy and values as we are:

Hard Work & Enthusiasm; we believe hard work should be rewarded, we go the extra mile to achieve our goas and support each other and enthusiasm and passion are part of our DNA.

Teamwork & Friendship; our colleagues share a sense of belonging; we understand collaborative working means better decisions making and we support each other to achieve common goals.

Loyalty & Improvement; we are dedicated to personal and professional development. Our PAM Academy mentors’ colleagues and provides support to help you be the best you can through offering a wide range of CPD opportunities