MetCC Workforce Management Lead

Job title:

MetCC Workforce Management Lead

Company

Metropolitan Police

Job description

Job Title: MetCC Workforce Management LeadSalary: The starting salary is £57,301, which includes allowances totalling £2,841.The salary is broken down as £54,460 basic salary, which will increase annually until you reach the top of the scale £66,356 Plus, a location allowance of £1,841 and a non-pensionable allowance of £1,000.Location: LambethMet Command & Control (MetCC) provides London with its police response service, handling 13,000 emergency and non-emergency phone calls and 12,000 interactions via our digital platforms 24 hours a day, 365 days a year.Specialist police communications support is also provided for some 500 large-scale public events that take place across the capital each year.Naturally this means we have a fast-paced dynamic environment, where no two days will be the same; and with a workforce of almost 2000 people split between three geographical sites in London we are the largest police Command & Control centre in the UK.The roleWe are looking for an experienced Workforce Management Lead to join our team of senior leaders. The Workforce Management Lead will be lead a team of resourcing experts and oversee the strategic delivery of rostering, workforce planning, service improvement plans and ensuring we have the right people, in the right place, at the right time.Key responsibilitiesYour core duties will include, but are not limited to:

• Leading a team accountable for the design, delivery and implementation of MetCC shift strategies that are workable for our demand, cost effective and deliver people at the right times.
• Planning Innovation using experience and latest industry trends leading the way in Planning toolset delivery across the planning lifecycle.
• Support in delivering the end-to-end Planning processes into each functional area of Planning, through to on-the-day delivery (effectiveness measured by margin, schedule fit, operational conformance, operational adherence and Operations engagement.
• Be accountable for the delivery of any new or live Service Improvement Plans and transformation activity that rely on heavy Planning & Delivery support, workforce optimisation or are in relation to the Planning & Delivery capability and function within MetCC
• Ownership of Production & Delivery ensuring adequate tracking of all Planning & budget related assumptions and actuals to ensure Plans are on track and early signs of deviation are understood, translated and action agreed with the Operations.
• To fully understand the main KPIs expected to be delivered within the operation and ensure that the appropriate plans are in place and the team are aligned behind them.
• Develop their respective planning teams into rounded capability, focusing on analytics, process improvement, communication and influencing styles, stakeholder management and cross- functional working. Mentor, coach & create opportunities for career growth within their teams.

This role requires a unique blend of technical ability, stakeholder engagement expertise and forward-thinking strategic mindset, all within a large scale, professionally operated customer contact estate.How to applyClick the apply now button below and start your career at the Met. Applications will be via a detailed CV, Personal Statement, and online application form. Your personal statement should outline why you are interested in the role and how your skills and experience demonstrate your suitability for the role. (NB. Please do not attach 2 copies of your CV).Completed applications must be submitted by 23:55 on 27th December 2024.Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager. The application review for this vacancy will commence 1 month after initial sift.Following application review, successful candidates will be invited to interview. Interview dates will commence 1 month after CBQ review.Essential For The RoleEssential For The Role, e.g. qualifications, licenses, languages, trainingEssential Criteria:

• Proven track record in resource management leadership role in a contact centre environment.
• Responsible for maintaining accurate call forecasting for First Contact, and developing the resource plan by contact channel.
• Monitoring and updating all KPIs and SLAs are met across all our contact channels, Phone, Email, Social Media and Digital, to ensure they reach their performance targets.
• Delivering analysis of contact volume trends to ensure accurate call forecasting.
• Develop and deploy the right process to optimise the process of call forecasting and tracking.
• Develop the right organisation of WFM and assignment.
• Manage the shift schedule process and operate to maximize SLA and staff satisfaction.
• Build real-time operation visualisation to improve the supervising operation efficiency.
• Maintain performance reports to track team performance.
• Attend and lead call forecast update meetings as well as performance review meetings.

Desirable Criteria:

• Have at least 3 years’ experience in managing workforce management.
• Proven track record of maintaining high levels of call forecasting in a fast-paced industry.
• Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
• Knowledge of progress monitoring and reporting
• Having an analytical approach to problem solving
• Computer literate in like all Microsoft packages, Work Force Manager with the ability to learn new skills.
• High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skills
• Outstanding written English and oral communication skills, with the ability to understand to lead responsibility.
• Strong leadership qualities that can motivate and guide a team.
• Excellent interpersonal skills , with willingness to co-operate and work effectively as part of a team, including with external suppliers and providers
• Able to solve problems with minimal supervision.
• Willingness to be flexible as and when required.
• Able to lead by example.

Additional InformationDisability Confident StatementThe Met is committed to being an equitable (fair and impartial) and inclusive employer for disabled people, striving to have a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from people with disabilities and long-term conditions, ethnic minority groups and women.As a Disability Confident employer, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term conditions have the opportunities to fulfil their potential and realise their aspirations.The Met is committed to making reasonable adjustments to the recruitment process to ensure disabled applicants can perform at their best. If you need any reasonable adjustments or changes to the application and recruitment process, we ask that you include this information within your application form. All matters will be treated in strict confidence.Please note, if you are applying for a police officer role or to become a police community support officer (PCSO) or designated detention officer (DDO), there is a minimum requirement that you must pass a job-related fitness test (JRFT) at point of entry. This does not apply to police staff roles. Find out more about

Expected salary

Location

Lambeth, South East London

Job date

Sun, 01 Dec 2024 03:41:26 GMT

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