Planning and Performance Manager – Lner Jobs In London

Overview

Position Title: Planning and Performance Manager

Company: London North Eastern Railway

Location: London, UK

Job Description

We have an exciting opportunity to be able to join this Customer Experience team as a Planning and Performance Manager. Reporting into the Customer Experience Resource Strategy Manager, you will be responsible for developing the ideal Customer Experience at LNER through accurate forecasting and scheduling at the LNER contact centre based in Gosforth, Newcastle.

Responsibilities:

• Forecast short, mid, and long-term intra-day contact volumes and staffing needs for use in budgeting and scheduling purposes
• Create MI reports on forecasting trends and impact analysis reports on variations to long term planning
• Provide recommendations on resourcing requirements to HR and relevant departments based on volumes, service levels and available budget capacity
• Ensure our contact centres are appropriately resourced vs. demand, and to ensure holiday and shift management tolerance levels are agreed and adhered to

Requirements:

• Excellent Excel Knowledge
• Previous use of PowerBI, Tableau or other data visualisation tools
• Knowledge and application of Planning specific software – eWFM.
• Strong communication & influencing skills
• Strong analytical skills
• Excellent presentation skills
• Knowledge of Contact Centre operations would be beneficial