Birmingham City Council

Planning and Capacity Manager

Homeworking with occasional visits to Council offices in Birmingham City Centre
£35,745 - £43,857
15 Nov 2021
29 Nov 2021
Job Ref
Job Type
Customer service
Contract Type
Working Pattern

Be Bold, Be Birmingham and Birmingham City Council (BCC) are on the cusp of radical change. 2022 will be a pivotal, monumental and pioneering year – a year in which the eyes of the world will be focussed on Birmingham. A Bolder Birmingham will shine bright in 2022 and beyond. We have bold ambitions to achieve our aspiration of a fair and thriving city for all. Now is our time to showcase what a proud, young, creative, vibrant and diverse city Birmingham is. We have bold plans to inspire our city and our people to strive for a better Birmingham. From the bold street art scene to the bold plans for cleaner air, Birmingham is a unique city which has always sought to improve, grow bigger and do better. We are a city which celebrates all people and rises to the challenges that come our way. We are looking for bold people to join us on our journey to deliver and take forward the Be Bold, Be Birmingham ethos.

This is an exciting role within the Customer Services Contact Centre to provide Resource planning ,Scheduling and Real Time (intraday) management services to key stakeholders within Birmingham City Council. The Planning and Capacity Manager will be responsible for leading the team of resource planning specialists as well as owning the long- and short-term capacity plans and be integral to the successful delivery of all Contact Centre service levels and objectives. Operationally our Contact Centre handles a wide range of channels including , social media , voice , email, chat and extensive experience in large multi-channel contact centre essential. The role will be home based with direct reports also working from home, however there may be occasions when travelling to meetings in Birmingham City Centre will be required.


We are looking for the following:

  • Proven experience in leading small teams of specialists • Extensive experience with a Workforce Optimisation tool in a Contact Centre environment.
  • Experience in forecasting and capacity planning.
  • Proven delivery of change. • Proven knowledge and experience of the concept of staffing shrinkage and roster efficiency.
  • Excellent oral and written communication skills to deliver resource planning information that is understood.
  • Proven organisational and planning skills and ability to deliver on time to tight deadlines.
  • Exceptional planning and organisational skills.
  • Able to build strong working relationships with peer group.

Interviews for this post will take place virtually via video conferencing.

Shortlisted candidates will be provided with further information.

For informal enquires please contact Nick Smith via email

Ref: BCC002480

We welcome applications from people with caring responsibilities and flexible working options will be considered.

Right to work in the UK documentation will be fully checked for all applicants.  All non UK applicants are required to apply for a Certificate of Sponsorship from Birmingham City Council and must be approved by the UK Visas and Immigration (UKVI) before any employment offer can be confirmed. Unless they are an EEA or Swiss citizen that was already employed by BCC prior to 31 December 2020, then they will need to apply to the EU Settlement Scheme (EUSS) instead.



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