Long-Range Planner

The Long-Range Planner is responsible for forecasting customer demand and developing effective resource plans across all Customer Engagement Hub channels. The role helps balance operational requirements with employee needs, ensuring sufficient numbers of appropriately skilled colleagues are available to achieve service levels, customer satisfaction targets and departmental KPIs.

• Support the delivery of departmental KPIs and contribute to projects that improve resource planning and balance operational needs with employee preferences.
• Forecast customer contact volumes using historical data and relevant internal and external factors.
• Develop and communicate long-range resource plans, ensuring appropriate staffing levels across all customer contact channels.
• Manage planned leave levels and support the effective deployment of multi-skilled colleagues, helping them maintain their required qualifications.
• Monitor the effectiveness of forecasts and schedules using real-time measures, including service levels and customer satisfaction.
• Review performance against plans, identify the causes of variances and recommend improvements to prevent recurring issues.
• Work collaboratively with the Training Department to schedule training, testing and future induction programmes.
• Plan resources for scheduled and last-minute Customer Engagement Hub campaigns across all channels.
• Maintain an excellent understanding of customer contact systems and act as an expert user of the Zendesk workforce management tool.
• Report and communicate significant events that could affect service-level agreements.
• Enter Commercial timesheets into SAP and E-Connection.
• Process agency timesheets, checking hours against the TAR system, resolving discrepancies and validating the recorded information.
• Work with the Finance Department to provide monthly figures, under appropriate supervision.

Qualifications and Experience

• Experience in long-range forecasting, resource planning, workforce management or a similar analytical role.
• Strong analytical and problem-solving skills, with the ability to interpret historical data and operational performance measures.
• Experience of producing accurate staffing forecasts and resource plans within a customer contact environment.
• A good understanding of service levels, customer satisfaction measures and operational KPIs.
• Strong organisational skills and the ability to plan for both anticipated and last-minute requirements.
• Clear written and verbal communication skills, with the ability to explain plans and highlight operational risks.
• Confidence working collaboratively with operational, training and finance teams.
• High levels of accuracy when processing timesheets, validating information and preparing management data.
• Experience using workforce management and customer contact systems. Knowledge of Zendesk, SAP, E-Connection and TAR would be advantageous.

• Durée du contrat en mois / Contract duration in months (CDD/FTC, détachement/secondment, alternance/apprentice, intérim/seasonal):
• Type de contrat / Contract Type: CDI / Permanent

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