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

Workforce Planner

Job Description

Job Title: Workforce Planner
Salary: Competitive
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 Workforce Planner! As a key player in our contact centre, 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, deliver 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 Workforce Planner, you'll play a pivotal role in our contact centre, 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:

Implement an effective planning cycle within the operation and present recommendations based on this
Lead and manage a team of Real Time Analysts who analyse, monitor, and react to real-time staffing levels and call volumes to ensure delivery of agreed service levels daily
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
Manage performance effectively, ensuring the team meets its objectives
Interpret real-time data and communicate findings to multiple stakeholders
Work in a fast-moving environment, delivering quality results to tight deadlines
Engage with stakeholders at all levels, managing relationships effectively
Understand Resource Planning methodologies and systems, particularly Service Delivery, and leverage these to improve operating efficiencies
Perform root cause analysis and explain business performance
Make independent, balanced decisions and adapt quickly in reactive situations
Work effectively both independently and as part of a team

What You’ll Need:

As a 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:

Sound knowledge of the planning cycle
Experience in forecasting on a weekly/monthly/annual basis
Good understanding of contact centre/call centre operation
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
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

17-03-2025