Workforce Management Specialist
Full Time
Kilkenny, County Kilkenny
Posted
Job description
Company: VHI Healthcare
Job Role: Workforce Management Specialist
Division: Retail Intermediary
Reporting to: Head of Central Shared Services
Location: Kilkenny/Dublin – Hybrid role with travel between offices
We are seeking a manager to lead our Central planning team. This team partners closely with all customer service teams to enable Sales and service to our customers as well as making our operations more efficient. The central planning team are responsible for building customer demand forecasting models across all channels – Digital, Telephony and field and to implement the appropriate capacity plans to meet operational requirements. They are responsible to generate analytical insights into operational performance and service provision to customers.
The person leading this team will be incessantly curious, believes in driving action through data, and is comfortable with ambiguity whilst also focusing on detail to drive outcomes. The successful candidate will be a leader who can roll up their sleeves to support and develop their team. They will be heavily oriented towards simple scalable solutions to problems and are comfortable presenting analytical data in a clear and easy way to stakeholders at all levels within the organisation.
Key responsibilities include but are not limited to:
Skills and Attributes
This is a CF1 role in line with Central Bank Requirements
VHI is an equal opportunities employer.
Job Role: Workforce Management Specialist
Division: Retail Intermediary
Reporting to: Head of Central Shared Services
Location: Kilkenny/Dublin – Hybrid role with travel between offices
We are seeking a manager to lead our Central planning team. This team partners closely with all customer service teams to enable Sales and service to our customers as well as making our operations more efficient. The central planning team are responsible for building customer demand forecasting models across all channels – Digital, Telephony and field and to implement the appropriate capacity plans to meet operational requirements. They are responsible to generate analytical insights into operational performance and service provision to customers.
The person leading this team will be incessantly curious, believes in driving action through data, and is comfortable with ambiguity whilst also focusing on detail to drive outcomes. The successful candidate will be a leader who can roll up their sleeves to support and develop their team. They will be heavily oriented towards simple scalable solutions to problems and are comfortable presenting analytical data in a clear and easy way to stakeholders at all levels within the organisation.
Key responsibilities include but are not limited to:
- Day to day operational execution of workforce management
- Effectively partner with internal stakeholders and lead planning activities to enable teams to meet customer and commercial goals
- Establish appropriate plans to ensure service Level delivery for all channels
- Lead and work with Key stakeholders on operational planning and business readiness
- Delivery of operational & budget reporting according to agreed schedules
- Use a data driven approach to generate analytical insights including productivity, forecasting accuracy, what ‘high performance’ looks like and so on,
- Adopt reporting tools like Tableau as standard to produce and present on regular performance reports and metrics for all stakeholders
- Support the development of the central planning team through training and enhancement of skills and technical toolkit
- Design and implement improved processes for performance monitoring, evaluation and reporting against operational and commercial plans
- Continuous improvement focus through analysis and use of data to make recommendations to support business strategy and improving performance and customer experience.
Skills and Attributes
- Third Level Degree in a business or technical discipline
- Experience leading and managing teams
- Experience building and managing relationships with partners and stakeholders.
- Customer focused and a sound commercial awareness
- Strong Influencing and negotiation skills
- Comfortable dealing with stakeholders at all levels of the organisation
- Experience developing and implementing performance evaluation and planning methods and tools
- Analytical and pragmatic with the ability to interpret and present complex data to solve business challenges
- Comfortable leading change to achieve results
- 3+ years leading teams in a dynamic environment
- Demonstrate alignment with the VHI Values
This is a CF1 role in line with Central Bank Requirements
VHI is an equal opportunities employer.
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