Senior Planning Manager (CSG Analysis & Performance)

Full Job Description

"We have a fantastic opportunity for a Senior Planning Manager (Band 06) to join our Colleague and Customer Planning team within CSG. Reporting to Director of Planning you’ll be working across the planning team and partnering with teams across the wider business to lead the delivery of value-add planning insight and analysis to drive exceptional customer and colleague experience." - Director of Planning

You’ll be a key partner to our planning and CSG leadership teams during this exciting time of growth and transformation. You will be accountable for delivering analysis and recommendations to continually improve how we plan for a complex multi-skilled operations team, designing best in industry tools and processes that support scaling quickly to manage customer demand whilst providing a great work environment for our operations teams:

• Work across the different teams of a diverse planning team (Sales, Service, Home Service, Retail) and lead the creation and delivery of exec level analysis that simply articulates performance through clear and engaging outputs and storytelling.
• Drive improvements to our planning and forecasting processes and stakeholder relationships with a real focus on standardisation, simplification and governance.
• Provide critical support during a period of considerable business change, delivering clear and actionable insight to drive operational performance improvements
• Work across all planning teams to execute in-year changes to our resourcing strategies and operating model aligned to our long range plan and customer goals
• Supporting Planning Director and HODs to deliver key strategic planning initiatives, including a key role in coordinating our cross-team people plans
• Encourage a culture of innovation and value add; inspiring creative thinking and opportunities whilst focusing on outcomes by putting value and purpose first.
• Work collaboratively with the wider planning team focusing on sharing best practice

• Minimum 3 year’s experience in contact centre and/or field planning (ESSENTIAL)
• Excellent Communication and engagement skills to collaborate across a range of stakeholders to access and interpret the data and context required to distil into a compelling and coherent story (ESSENTIAL)
• Comfortable understanding, translating and driving scenario and impact assessment modelling. Excellent Presentation skills to be able to story tell and influence across a range of senior stakeholders (ESSENTIAL)
• Confident and comfortable to be able to work with minimal supervision and at pace; proactively being able to anticipate requirements and next steps (ESSENTIAL)
• Advanced knowledge and use of WFM, Telephony & routing platforms
• Will be commercially astute with a focused approach to improving operational performance & efficiency
• Friendly, approachable, inspiring and collaborative leader
• You will have vision, drive, diplomacy and the ability to make things happen in an environment of ambiguity, complexity and multiple stakeholders, being able to influence others without direct authority
• You will be curious and willing to challenge processes and ways of working to achieve our overall goals

In our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you’re a frontline colleague speaking to a customer, or one of brilliant support people, you’ll have the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.

There's a reason people can't stop talking about #LifeAtSky . Our great range of rewards really are something special, here are just a few:

• Sky Q, for the TV you love all in one place
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• Access a wide range of exclusive Sky VIP rewards and experiences

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.

At Sky, we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.

We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.