Planning and Resourcing Manager – Contact Centre Services - 28610

Yorkshire and the Humber
Rotherham , Sheffield
Templeborough, Quadrant Two
Staff Grade 5
Full Time
Contact Centre
As Planning and Resourcing Manager in Contact Centre Services (CCS) you will be joining a friendly, diverse team working together to create better places for people and wildlife. You will be passionate about customers and bring this passion and enthusiasm to lead and motivate your team. You will be at the heart of delivering great service to a wide range of Environment Agency customers.
By leading and performance managing our Planning and Real Time Team you will ensure that we know our internal and external customer demand. You and your team will deliver accurate forecasts and plans for resourcing of our incident, general enquiry and administrative services.
What you will do:

• Lead an established planning and real time team.
• Forecast call volumes using historical data and trends, advising management on future workforce strategy for a multi-skilled contact centre.
• Report regularly to management on resource utilization, performance, and future requirements.
• Provide simple and concise updates from complex data sets to CCS business leaders, highlighting options, mitigations, and explaining variances.
• Lead the team to enhance processes, tools, and systems to increase efficiency through continuous improvement.
• Achieve the best results for colleagues, customers, and the business by identifying best practice from across the company, the public sector, and the contact centre sector.
• Create potential scenarios to inform strategic options, challenge thinking where appropriate and work as a trusted colleague and subject matter expert.
This is an exciting time to join the team, we are keen to know where we can improve our working practices to be more efficient and provide the best service to our customers while creating a great place to work. If you share our ambition, and you are ready to drive innovation and push boundaries, we want to hear from you.
CCS is a diverse, vibrant and friendly team handling over 500,000 customer interactions yearly. Our 2 departments:
• Incident Communications Service, 24/7 service take environmental incident reports.
• National Customer Contact Centre answer general enquiries and delivering transactional services.
Your team must work jointly, planning resource to meet our KPI’s and deliver this plan in real time.

By advising and guiding our customers, we enable colleagues across the organization to protect and improve the environment.
• knowledge of call centre operations, including service delivery management, resource planning tools and techniques, workforce management, forecasting, and scheduling.
• experience working within the Contact Centre industry, in a customer-centric position supporting senior business leaders.
• sound data analytics skills. You’ll have with the ability to interpret data to make informed choices and translate complex information to enable management team decision making.
• The ability to work under pressure, during periods of change and to tight deadlines.
• Excellent people leadership skills, with a proven track record of managing motivating and developing highly successful teams.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively with stakeholders at all levels.
Currently working to a hybrid model with everyone expected to work from the office one day a week as a minimum.
We have sites in Rotherham and Sheffield, this role is Sheffield based but there may be a need for you to work from either office.
We are committed to building a team with a variety of backgrounds, skills and views. We embrace diversity and promote an inclusive culture.
Everyone that joins is required to undertake training and participate in incident response when the need arises. Having an incident role is an essential part of working for the EA and an active way to support communities and prevent harm to the environment. Further information is within your candidate pack.

For more information: or

03/03/2024, 23:55 hours

Basic Check
Delivers Results Through Others
When have you delivered a piece of work through your team?
How did you communicate the plan to the team? How did you choose who to assign work to? How did you monitor progress? Did everything go to plan?
Influences and Persuades Others
When have you successfully influenced someone in a senior position?
How did you prepare? Was there a need to modify your plan? Was your influencing strategy successful?
Data and Information Management
How do you ensure you have the data you need for workforce planning and when have you translated this information for others?
How did you fill gaps in data? How did you know your audience understood the information you gave them?
Workforce Planning
What actions have you taken to make sure your team/department have the right resource to meet requirements now and in the future?
What information did you use? what support did you need to make this happen?
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.

We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.

We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.

The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit for more information.

This Vacancy is closed to applications.