Job Description

Do you want a career within a business that is not driven by profit, but by providing excellent service?


We are recruiting for a Resource and Capacity Manager to work with both the Financial Planning and Analysis and Operations teams to ensure business resource is used efficiently.


The Resource and Capacity Manager will be central to developing and maintaining supply and demand forecasts, completing multi-channel forecast variance analysis, reporting and providing recommendations to support the business in making optimum use of available resources to achieve service level targets.


This role will own, lead and manage the Resource Planning function for the Benenden Society Group, ensuring the business is staffed appropriately to handle forecasted contact volume within agreed KPI's.


The successful candidate will collaborate with and influence the quarterly planning process forecasts (short and long range) and planning related reporting to make informed business decisions.


We're looking for candidates with skills and experience including:


Essential

Proven ability to effectively manage a resource planning function within a multi-channel contact centre Previous experience with Workforce Management tools Strong forecasting skills within a multi-channel digital environment including calls, emails and chat Understanding of Erlang methodology and associated knowledge of capacity planning Excellent mathematical, analytical, communication and organisational skills Proven people leadership skills Excellent communication and interpersonal skills, with the ability to liaise with internal and external stakeholders


Desirable

Previous experience of using Genesys telephony platform If you want to work with like-minded colleagues to make our organisation a great place to work for our employees, we'd love to hear from you.

This role is based at our York office, but we offer hybrid working at Benenden Health, balancing working from the office and from home. For this role, please expect to work in the York office on a weekly basis.


For further information on this role, please refer to the Role Profile


Do you want a career within a business that is not driven by profit, but by providing excellent service? A career within a business that is sustained by a genuine community, with everyone coming together to support each other. A career with an amazing history and a bright future?


With a 120-year history, a mutual ethos and over 850,000 members, Benenden Health is a unique place to work. Whatever the department, no two days are ever the same and the opportunities are as diverse as the members we serve.


Working for a business with such a strong commitment to 'doing the right thing', you can expect a broad range of benefits, including.

Free Corporate Benenden Health membership Free Corporate Benenden Cash plan (helps towards Dental, optical and complimentary therapies) Up to 35 days' holiday including bank holiday and no weekend or bank holidays working. Pension with up to 10% employer contributions Discount available on other Benenden products. Employee Assistance Program Unlimited access to 500 Refer a Friend Bonus Scheme Discount and cash back on hundreds of high-street retailers. Excellent training and career progression opportunities Cycle to work scheme. Employee engagement events Supporting local charities * Onsite First Aiders and Mental Health First Aiders