Planning & Scheduling Manager

Job Req ID: 39519

Posting Date: 18 Sep 2024

Function: Service

Unit: Consumer

Location:

UK Wide, United Kingdom

Salary: competitive

Closing Date : October 2nd

Location: Uk based

About EE

We’re EE. We are the biggest mobile and broadband operator in the UK and we have a relationship in every second household in the country. But we’re for everyone, on any network – serving up new tech, new services, and heaps of inspiration for every aspect of your connected life.

We’ve been awarded the UK’s best network for the last 10 years. It’s central to our vision – to be the most personal customer-focused technology company in the UK.

That means earning a place on customers’ home screens by offering them more than ever before, whether that’s helping their home run smarter with EE Home, levelling up their play with EE Game, helping them work on their terms with EE Work, or even unleashing their kids’ learning with EE Learn.

We’re also part of BT Group, which we’re even bigger than you might think. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We think we’ve got something special here. We want everyone to feel proud about working at EE – and feel excited about where we’re going and what we’re going to do. Want to join in?

Why this job matters:

We need to be able to deliver a customer experience that’s best in the industry. To do this we need our advisors to be able to deliver a brilliant service every time they interact with a customer. We can’t deliver a brilliant experience if we don’t have enough trained advisors available to handle calls from our customers, and equally if we have advisors available but waiting for calls to come then our cost to serve may become too high. This role therefore is right at the heart of balancing our customer experience and financial commitments.

What you’ll be doing:

• 2 year Planning to support budgeting and capacity planning (including rightshoring where appropriate)

• Medium term management of plan to deliver resource that will meet service level commitments and highlight risks and opportunities against budget

• Short term planning and scheduling of resource to ensure that resource is optimised to deliver service level commitments across weekly, daily and intra day

• Creating and continuing to improve a scheduling model that not only meets service level commitments but supports best place to work ambition

• Providing a strong and consistent partner support model for our operational stakeholders

• Transitioning scheduling activity that sits in GBS back to the UK and extending scheduling presence across UK site footprint

• Launching secondment opportunities for frontline teams to join Planning teams

• Working directly with Transformation, Design & Delivery and Marketing teams to understand and model impacts of changes on staffing requirements

• Planning model standardisation across brand and improvement

• Determining in-house recruitment requirements

• Coordinating and consolodating recruitment requirements across the wider planning organisat8ion

• Building plan and budget for engineering

• Coordinating of training needs requirements and training room bookings

• Leading a team of planning analysts and scheduling analysts. We will create clear progression opportunities across each area of the team while also enabling succession planning

Skills and experience you'll have under your belt:

Must have:

• Detailed knowledge of business area processes and volatilities

• Planning expert (including the build and development of planning models)

• Financially adept

• Ability to spot trends that will cause deviation from plan and lead response across the business

• Senior stakeholder management and influencing skills

• Complex problem solving

• Extensive experience within planning & scheduling to an expert level

• Experience in an operational contact centre

• Leadership and management experience

• Able to forecast and manage risks against a large budget

Nice to have:

• Previous Telco experience

• Experience of Nice IEX Work Force Management platform

Our leadership standards

Looking in:

Leading inclusively and Safely

I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes

I take the right decisions that benefit the broader organisation.

Looking out:

Delivering for the customer

I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy

I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

Growth mindset

I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future

I build diverse future-ready teams where all individuals can be at their best.

At EE, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development.

• Competitive salary

• 25 days annual leave (plus bank holidays)

• 10% on target performance bonus

• Life Assurance

• Pension scheme if you pay in 5% BT will pay in an additional 10%

• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.

• 50% off EE mobile pay monthly or SIM only plans

• Exclusive colleague discounts on our latest and greatest BT broadband packages

• BT TV, including TNT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids

• 50% discount for friends and family on EE SIM only plans

• World class training and development opportunities

• Volunteering days so you can give back to your local community

EE is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.