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Resource Planning & MI Manager

Manchester, UK

About SimpliSafe: 

SimpliSafe is an industry-leading home security company that understands the importance of protecting the life you’ve built. From advanced cameras and doorbells to entry and motion sensors, SimpliSafe also provides best-in-class professional monitoring that will watch over your home even when you can’t. 

Already protecting over 4 million people across the US and UK, SimpliSafe continues its mission to make “every home secure”. Since launching in the UK in 2019, SimpliSafe has already received awards and numerous accolades from leading publications, as well as an excellent rating on Trustpilot and a customer NPS in excess of 72. 

Why SimpliSafe: 

There’s nothing more important than keeping your family and home safe, and there’s nothing more fulfilling than knowing you’re helping people every day and providing them with extra peace of mind. 

With a no-ego culture, we encourage teams to collaborate and innovate and with those seeking their next challenge, SimpliSafe can offer big opportunities. We don’t just want you to work here. We want you to grow and thrive here. 

The Role: 

The UK team at SimpliSafe is a dynamic, fast-growing team dedicated to our mission of ensuring every home is secure. Our team is passionate, creative, and committed to making a difference. We're now looking for an experienced Resource Planning & MI Manager to ensure effective and efficient service delivery by planning and scheduling advisors, ensuring that staffing levels are adequate to meet customer and operational demands. 

This role involves using Purecloud/Genesys to align resources with forecasted business demands, maintaining operational standards and meeting customer needs across our multi channels. To also provide management information which focuses on productivity across the contact centre with the ability to make recommendations to maximise the centre’s overall performance.

What you’ll do: 

  • Conducting capacity planning for the contact centre to optimise resources and meet SLAs. 
  • Managing customer contact volumes across multiple channels to ensure efficient operations. 
  • Produce an 8-week rolling schedule, then maintain, update, and error check on a constant basis. 
  • Utilising forecasting and planning models to enhance efficiency, achieve SLAs, and support marketing campaigns and strategic decisions. 
  • Scheduling of rotas, one-to-ones, coaching, meetings, briefings, task rotations, shift rotations / hours, blended work patterns and new starter induction schedules. 
  • Schedule analysis to ensure alignment with key planning deliverables. 
  • Be the initial point of contact for scheduling urgent, routine, and alteration plans. 
  • Implement any shift slides or swaps on an ad hoc basis. 
  • Process annual leave requests in a timely manner, reporting concerns as appropriate. 
  • Review lunchtime/break distribution as and when required to ensure optimum operational efficiency. 
  • Production of daily, weekly, and monthly staffing profiles to deliver optimised plans to support Operations. 
  • Promote annual leave availability where possible, reducing the impact of end of year leave build-up. 
  • Responsible for ensuring the Workforce Management system is accurate and up to date with resource information. 
  • Maintain telephony systems scheduled closures, announcements and ensure these are correct. 
  • Manage service levels and abandon rate on a real time basis, amending advisor skills as the needs arise and put in place an action plan to mitigate the impact to the Contact Centre. 
  • Promote and implement effective practices in resource planning and real-time adherence for optimal efficiency and performance. 
  • To establish and maintain efficient working relationships across the business. 
  • Produce daily, weekly, month reports to assist management in service performance. 
  • Develop management information across all channels which maximises productivity and highlights any resource needs. 
  • Maintain the shift rotations and communicate to all when they need to be amended to support business needs. 
  • Escalate issues promptly to management and help resolve problems in a timely fashion. 
  • Participate and collaborate in projects relevant to planning, ensuring timescales are met. 
  • Adhere to Company process, ensuring relevant documentation is accurate and well maintained

This list is not exhaustive and you will be expected to carry out any request deemed reasonable by the business. 

What you’ll need: 

  • Proficient in using Workforce Management Systems. 
  • Proficient in Microsoft Office Suite, particularly Excel, Outlook and Slack along with other software systems. 
  • Ability to triage telephony system issues to minimise customer and advisor impacts. 
  • Experience of using Workforce Management Systems in a Contact Centre role. 
  • Knowledge of planning, scheduling and reporting. 
  • Knowledge of telephony and CRM systems. 
  • Understanding the importance of Workforce Management being up to date and accurate 
  • Flexibility to changing requests and timescales. 
  • Analysing and interpreting data to make informed decisions. 
  • Data analysis skills using Microsoft Excel/Google Sheets. 
  • Professional with a flexible, positive approach to work and change. 
  • Good communication skills, clearly conveying information both verbally & written, and collaborating across teams. 
  • A customer champion who believes in the delivery of first class customer experience. 
  • Flexibility on working hours to enable achievement of goals. 

What Values You’ll Share: 

  • Customer Obsessed - We understand our customers and aim to build long term relationships and trust. 
  • Aim High - We are always challenging ourselves and others to grow and improve. 
  • No Ego - We drive to succeed as a team and learn from our mistakes. 
  • One Team - We collaborate and win as a team. 
  • Lift As We Climb - We invest in developing others and ourselves. 
  • Lean & Nimble - We test, learn and improve. 

What’s in it for you? 

Working at Simplisafe, you’ll have access to: 

  • Competitive salary and annual bonus 
  • 28 days holiday + bank holidays 
  • Enhanced pension 
  • Life assurance 
  • Private dental and healthcare 
  • Free eye test and contribution to glasses 
  • Free flu jabs 
  • Employee Assistance Programme 
  • Access to retail discounts via Perks at Work membership 
  • Recognition scheme in which we celebrate & reward success 
  • £200 worth of Simplishine points annually to spend
  • Cycle to work scheme 
  • Employee referral scheme 
  • Team social events (annual summer and christmas parties, amongst other socials) 
  • Freebies, office snacks and drinks 
  • In-office games i.e. shuffleboard, basketball hoop, nintendo switch

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact hr-uk@simplisafe.co.uk.

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