Performance Manager
Johnson Controls
Performance Manager
Salary Not Specified
Johnson Controls, Stretford, Trafford
- Full time
- Permanent
- Onsite working
Posted 2 weeks ago, 13 Sep | Get your application in now before you miss out!
Closing date: Closing date not specified
job Ref: e5ac7b4cb5a0497cb8514d7db5ec6d8b
Full Job Description
The Enterprise Performance Manager leads a dynamic team within the Customer Service Centre (CSC), focusing on short to medium-term operational planning. This includes workforce forecasting, scheduling, holiday management (CSC & Field), and real-time intraday management. The role is crucial for ensuring the CSC meets its service delivery objectives by optimizing resource allocation, maximizing efficiency, and responding to real-time business needs. The successful candidate will drive the performance strategy, enabling the CSC to deliver a superior customer experience while managing workforce costs and capacity effectively., + Develop and manage short-term workforce forecasts for the CSC, ensuring staffing levels match expected demand.
+ Prepare data-driven reports for senior leadership to review forecast accuracy and propose improvements.
- Oversee Scheduling & Holiday Management:
- Real-Time Intraday Management:
- Optimize Performance & Reporting:
- Lead & Develop Your Team:
- Data-Driven Approach: Use historical data, customer service trends, and business insights to develop accurate staffing forecasts and optimize resource planning.
- Proactive Planning: Manage and adjust team schedules, holiday allocations, and leave requests to ensure smooth operations while respecting employee needs.
- Real-Time Agility: Respond quickly to real-time changes in demand or staffing issues, working closely with the operations team to implement immediate adjustments.
- Collaboration: Work closely with HR, IT, and leadership to align workforce management strategies with broader company goals.
- Performance Optimization: Use workforce management tools and analytics software to monitor KPIs, diagnose issues, and improve processes to enhance operational efficiency.
+ 5+ years in workforce management, operations planning, or a similar role, ideally within a contact centre or customer service environment. - Leadership:
- Analytical Skills:
- Adaptability & Problem-Solving:
- Communication:
- Technical Proficiency:
- Competitive Salary
- Comprehensive Benefits Package: Including pension, life assurance, employee assistance program, referral scheme, discounts on high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.
- Incentive Scheme: Access to an affordable and hassle-free electric vehicle (EV) program for all UK employees.
- Training Opportunities: Extensive product and on-the-job/cross-training with outstanding resources.
- Collaborative Environment: Encouraging and supportive team atmosphere.
- Safety Commitment: Dedication to safety through our Zero Harm policy.
- Business Resource Groups: Access to various business resource groups.
- Values Training: Training on our company values.
+ Create and manage employee schedules, ensuring the right balance between operational needs and employee preferences.
+ Manage holiday and annual leave planning to ensure service coverage during peak and off-peak periods.
+ Monitor live operational performance, making real-time adjustments to schedules as needed to maintain service levels.
+ Provide live feedback to operations during high-demand or unexpected incidents to minimize disruption.
+ Track and report key metrics such as forecast accuracy, schedule adherence, and real-time performance.
+ Identify and implement process improvements to enhance efficiency and service levels.
+ Lead a team responsible for forecasting, scheduling, and real-time management.
+ Foster a culture of collaboration and continuous improvement while guiding your team's professional growth.
How You Will Do It:
+ Proven experience using workforce management tools like NICE, Aspect, or similar software.
+ A strong leader who can guide and develop a high-performing team while fostering a positive, results-oriented environment.
+ Demonstrated experience in building cross-functional relationships and managing stakeholders.
+ Strong ability to analyze data, identify trends, and make data-driven decisions to optimize workforce planning and real-time performance.
+ Able to remain calm under pressure and adapt quickly to changing operational needs.
+ Strong decision-making skills, particularly when managing real-time intraday challenges.
+ Excellent written and verbal communication skills, with the ability to present complex data and recommendations to senior leadership.
+ Solid understanding of Excel, workforce management systems, and tools.
This role is ideal for someone who thrives in a dynamic environment and is passionate about optimizing performance and leading a team to success. Does this sound like a role you're interested in?