Echo Managed Services

About the Company

Echo Managed Services is a specialist water sector outsourced provider of customer service operations including customer contact handling, billing, meter reading, and debt collection.

Echo is also the developer of the UK market leading water customer care and billing system, RapidXtra, and Aptumo, new global cloud based water billing software solution native to Salesforce.

Echo combines best practice technology and processes with highly skilled and knowledgeable people to provide utility companies end-to-end customer contact capabilities. For more information, visit www.echo-ms.com

Listed Jobs

Company Name

Echo Managed Services

Job Title

Lead Workforce Planner (12 Month FTC)

Job Description

Job Title: Lead Workforce Planner (12 Month FTC)

Salary: To £55,000 depending on experience

Location: Walsall, West Midlands UK

Hours: 37.5 hours per week

Join Echo Managed Services and be part of a dynamic forward-thinking team as a Lead Workforce Planner! As a key player in our Operation, you'll lead a team of Real Time Analysts, implementing effective planning cycles and utilising advanced resource planning methodologies. Your expertise will ensure we meet customer demand, exceptional service, and continuously improve our operations. If you're passionate about workforce planning and making an impact, we want you on our team. Experience a rewarding career where your skills in workforce planning are highly valued, and your contributions make a significant difference every day.

The Role

As a Lead Workforce Planner, you'll play a pivotal role in our Operation, forecasting effectively to meet customer demand and optimise service. You'll implement an effective annual planning cycle, analyse performance, and make strategic recommendations to drive improvements. By identifying opportunities for enhancement, pinpointing FTE benefits, and analysing contact trends, you'll shape a superior customer experience (CMEX). Your insights and support in execution and delivery will be instrumental in elevating our operations.

You Will

Utilise advanced resource planning methodologies
Deliver key service metrics
Complete detailed analysis and make strategic recommendations
Drive and deliver FTE benefits through working with key teams
Interpret customer demand and use seasonality to plan accordingly
Refresh the current planning cycle within the operation and enhance this
Implement annualised hours
Lead and manage a team who analyse, monitor, and react to real-time staffing levels and call volumes to ensure delivery of agreed service levels daily
Implement effective rhythm and governance to drive continued improvements
Work closely with the change team on delivery of key strategic implementations
Utilise your team to provide detailed analysis of real-time variance to plan and liaise directly with stakeholders to offer regular updates and recommendations
Conduct one-to-ones, appraisals, and mentoring of individuals within the team
Work in a fast-moving environment, delivering quality results to tight deadlines
Engage with stakeholders at all levels, managing relationships effectively and presenting professionally
Work effectively both independently and as part of a wider leadership team

What You’ll Need

As a Lead Workforce Planner with Echo Managed Services you will be passionate about forecasting and improving the customer experience. Resilient in the face of challenges, confidently presenting their ideas and championing a customer-first approach throughout the operation. You will be engaging, able to present ideas in various ways to quickly gain buy-in, and a confident communicator who delivers results with pace.

Key Skills

Experience of utilising annualised hours within an operation
Sound knowledge of the planning cycle and delivering to this
Experience in forecasting on an interval/weekly/monthly/annual basis
Good understanding of contact centre/call centre operation and back office workflow
Works well under pressure
Excellent presentation and communication skills
Desirable experience in QMAX and 8X8 (not essential)
Results driven and evidence of improving KPI’s
Ability to work effectively within a team
Experience in Microsoft Skills in PowerPoint, Word, Excel are essential

What You’ll Get In Return

A competitive salary of up to £55,000 depending on experience
Pension scheme with employer contributions
25 days holiday + bank holidays
A supportive and collaborative work environment where your ideas and contributions are highly valued
Mentorship and guidance from experienced professionals
24/7 GP service
Access to my premier benefits – store discounts
Employee Well-being programme
Onsite Gym

Who We Are

Echo Managed Services is part of South Staffordshire PLC who provides customer led solutions for its clients. We recognise that it is through the expertise, knowledge and understanding of our people that enable us to deliver an enriched customer experience. We value our people to ensure they get all the support, training and motivation they need to be successful. We have a first class training programme and a clearly defined career pathway – if you are willing to work hard, we are ready to help you progress.

Walsall, United Kingdom

On site

02-04-2025