Process SME

ROLE OVERVIEW To deliver accurate demand forecasting, advanced workload modelling, and robust management information (MI) to support operational performance and strategic capacity planning. The Resource Planner plays a vital role in analysing data, building resource models, and ensuring long-term staffing alignment across voice and non-voice channels without managing daily real-time or scheduling tasks.
KEY RESPONSIBILITIES
Demand & Workload Forecasting: Lead and assist in producing granular, accurate demand and workload forecasts across voice and non-voice (Back Office / Processing / Transaction) operational streams.
Resource Modelling & Analysis: Build, update, and maintain comprehensive resource models and planning toolkits to determine likely performance outturns and service level predictions.
Risk & Outturn Assessment: Analyse available systems and data to identify potential capacity risks or opportunities, making recommendations to mitigate risks and account for seasonal trends.
Management Information & Reporting: Produce insightful management information and reporting to provide strategic visibility to key stakeholders and support performance optimization.
Strategic & Operational Alignment: Partner closely with operational stakeholders and management to support long-term planning, capacity management, and new business opportunities from a resource planning perspective.