Resource Planning Team Leader

Resource Planning Team Leader

Leeds or Manchester - Hybrid (2 days a week in the office)

Full Time, Permanent Position

Let’s be brilliant for our customers

Join us as a Resource Planning Team Leader, where you'll transform customer journeys with precision forecasting and dynamic workforce optimisation, shaping the future of service excellence.

About us

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.

What you'll be doing

Reporting directly to the Production Manager, you'll lead and role model a team of analysts in delivering accurate forecasts, resource allocation, scheduling, and shift management with a performance-driven approach. You'll oversee the planning cycle from a 7-week to a 1-week handover, ensuring consistency in customer journeys while articulating effective analysis of planned versus actual performance. Your responsibilities will include designing measures of accuracy for schedules, optimising workforce management (WFM), and establishing a self-serve framework for stakeholders. Additionally, you'll manage BAU shrinkages, understand the company goals, and provide insights to minimise impacts on customer journeys. Through coaching and personal growth sessions, you'll promote planning and analysis skills within the team, while also identifying and managing business risks in alignment with Direct Line Group's risk framework.

What we're looking for

• Previous people management or Team Leader experience

• Previous experience within Resource Planning

• Knowledge/use of a workforce management system

• The ability to manage and motivate a team of analysts

• The ability to drive performance and engagement within a team

What we offer in return

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

Ways of Working

Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.

Read our flexible working approach here

Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that’s why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we’ve made it our mission to give you everything you need to be authentically you.Discover more atdirectlinegroupcareers.com

Together, we’re one of a kind

Hours: 35 hours (Monday to Friday - flexible shifts between 8am to 6pm)

Closing Date: Wednesday 15 May

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