Role Title

Senior Forecaster and Resourcing Manager

Job family group

Job family

Grade

SEO

Status

For internal use

Role Purpose

This role, directly responsible to the Head of Workforce Management, is responsible for the provision of accurate and timely long and medium range capacity plans for every function and National Services sites including volume forecasts, sourcing plans and resource schedules to match demand with resource. The role will focus on provision of accurate and appropriate data to enhance performance at the individual, team and site levels.

Key Accountabilities

• Provision to National Services senior management team of accurate and timely data and insight on resourcing needs of Sites in short, medium and long term, helping National Services deliver consistently high level of service to users.

• Support the Head of Workforce Management in building and maintaining relationships with key stakeholders in National Services and wider business, and in the absence of the Head of WFM will act as their deputy in providing advice and guidance and representing the WFM function in CTSC and HMCTS forums.

• Have significant technical knowledge of Workforce Management (WFM) system capabilities and apply manual intervention and validation of schedules, forecasts and deviations in performance.

• Provide objective advice and guidance to senior management teams / Heads of Operations at each site and across whole National Services structure on all aspects of workforce management to support operational effectiveness in user facing and support functions in CTSC structure.

• Ensure Workforce Management Team (Demand Forecasters, Work Schedulers, Real time analysts) have systems in place to anticipate, measure and meet workflow demands and resourcing needs, to accurately and efficiently allocate the right work to the right people and to monitor on the day activity and react with appropriate solutions.

• Work alongside Heads of Operations and senior managers on site to deliver sustainable improvements, including cost performance, service and user satisfaction.

• Allocate work to Workforce Management Teams, review performance and look for opportunities to improve provision of service to National Services senior management and wider structure and make changes to team priorities and processes.

• Coach and support Workforce Management teams in their interactions with National Services teams and users both in terms of the quality and accuracy of interactions with teams and users to ensure discussions focus on meeting customer/user needs.

• Provide support to Workforce Management Team with difficult & complex issues and escalate if necessary and provide pastoral support to Workforce Management Team in day-to-day management issues.

• Ensure effective systems are in place to record details of learner skills on skills matrix to ensure right work is allocated to right people and enable effective service delivery to users/customers by having the right people with the right skills interacting with the customers.

• Liaise with People Development team on development plans for staff and schedule development activity and ensure development and continuing professional development for Workforce Management Team takes place, where appropriate, including enabling Workforce Management Team to maintain current business knowledge to help them in workforce management tasks.

Knowledge, Skills and Experience

• Provide Leadership to the team, visibly demonstrating and embedding the new culture and ways of working for National Services in delivering service excellence across all jurisdictions.

• Strong people management skills and leadership skills to be able to lead the Workforce Management team, which are geographically located across different sites, and to empower team members to take personal responsibility for their own personal impact and development.

• Knowledge of HMCTS people policies, including performance management, to ensure team works effectively together where necessary.

• Knowledge of IT systems used in Workforce management, quality and performance standards and KPIs, business processes, and change initiatives and coaching skills to be able to coach and support Workforce management team in improving service delivery.

• Ability to communicate verbally and in written format, complex data and insight to support recommendations to senior leadership on operational performance and future planning

• An analytical approach to driving processes improvements and a passion for delivering National Services service promise to its users and customers.

Problem Solving and Decision Making

The role holder will make decisions on effective deployment of Workforce management team, work with teams in helping National Services understand resources and customer/user needs. This is likely to involve significant fact finding and analysis and may involve the requirement to be innovative and creative in the solutions to National Services workforce management needs.

Management of Resources

The role holder will directly manage the Demand Forecast, Work Scheduling and Real time analysis teams, likely to be medium sized teams and geographically dispersed across National Services & C&T sites.

Autonomy

The role holder will be expected to typically work on their own initiative in determining workforce management solutions for National Services, using their judgment and discretion to interpret requirements within specific policies or guidelines and resolve work issues independently. Support will be available from Head of Workforce Management if necessary.

Key Relationships and Contacts

This role will communicate with Heads of Operations, about scheduling of staff for work demands, monitoring of ‘real time’ activity and necessary adjustments, liaison with people development to ensure details of skills are recorded. There will be a requirement to influence and persuade at higher levels as well as the provision of information.

• Heads of Operations, Deputies and Team Leaders discussions on appropriate allocation of resources to meet expected and changing needs. Provision of technical expertise to inform and influence decision making by Heads of Operation.

• People Development Team to ensure details of new and existing learners skills are updated on skills matrix to ensure correct allocation of work.