The Enterprise Performance Manager leads a dynamic team within the Customer Service Centre (CSC), focusing on short to medium-term operational planning. This includes workforce forecasting, scheduling, holiday management (CSC & Field), and real-time intraday management. The role is crucial for ensuring the CSC meets its service delivery objectives by optimizing resource allocation, maximizing efficiency, and responding to real-time business needs. The successful candidate will drive the performance strategy, enabling the CSC to deliver a superior customer experience while managing workforce costs and capacity effectively.
What We Offer:
Competitive Salary
Comprehensive Benefits Package : Including pension, life assurance, employee assistance program, referral scheme, discounts on high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.
Incentive Scheme : Access to an affordable and hassle-free electric vehicle (EV) program for all UK employees.
Training Opportunities : Extensive product and on-the-job/cross-training with outstanding resources.
Collaborative Environment : Encouraging and supportive team atmosphere.
Safety Commitment : Dedication to safety through our Zero Harm policy.
Business Resource Groups : Access to various business resource groups.
Values Training : Training on our company values.
What You Will Do:
Lead Short to Medium-Term Forecasting & Planning :
Develop and manage short-term workforce forecasts for the CSC, ensuring staffing levels match expected demand.
Prepare data-driven reports for senior leadership to review forecast accuracy and propose improvements.
Oversee Scheduling & Holiday Management :
Create and manage employee schedules, ensuring the right balance between operational needs and employee preferences.
Manage holiday and annual leave planning to ensure service coverage during peak and off-peak periods.
Real-Time Intraday Management :
Monitor live operational performance, making real-time adjustments to schedules as needed to maintain service levels.
Provide live feedback to operations during high-demand or unexpected incidents to minimize disruption.
Optimize Performance & Reporting :
Track and report key metrics such as forecast accuracy, schedule adherence, and real-time performance.
Identify and implement process improvements to enhance efficiency and service levels.
Lead & Develop Your Team :
Lead a team responsible for forecasting, scheduling, and real-time management.
Foster a culture of collaboration and continuous improvement while guiding your team’s professional growth.
How You Will Do It:
Data-Driven Approach : Use historical data, customer service trends, and business insights to develop accurate staffing forecasts and optimize resource planning.
Proactive Planning : Manage and adjust team schedules, holiday allocations, and leave requests to ensure smooth operations while respecting employee needs.
Real-Time Agility : Respond quickly to real-time changes in demand or staffing issues, working closely with the operations team to implement immediate adjustments.
Collaboration : Work closely with HR, IT, and leadership to align workforce management strategies with broader company goals.
Performance Optimization : Use workforce management tools and analytics software to monitor KPIs, diagnose issues, and improve processes to enhance operational efficiency.
What We Look For:
This role is ideal for someone who thrives in a dynamic environment and is passionate about optimizing performance and leading a team to success. Does this sound like a role you’re interested in?
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