Full-Time

Resource Planning & MI Manager

Posted on 1/16/2025

SimpliSafe

SimpliSafe

1,001-5,000 employees

Home security systems with monitoring services

Consumer Software
Consumer Goods

Senior

Manchester, UK

Category
Supply Chain Management
Operations & Logistics
Required Skills
Data Analysis
Excel/Numbers/Sheets

You match the following SimpliSafe's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Proficient in using Workforce Management Systems.
  • Proficient in Microsoft Office Suite, particularly Excel, Outlook and Slack along with other software systems.
  • Ability to triage telephony system issues to minimise customer and advisor impacts.
  • Experience of using Workforce Management Systems in a Contact Centre role.
  • Knowledge of planning, scheduling and reporting.
  • Knowledge of telephony and CRM systems.
  • Understanding the importance of Workforce Management being up to date and accurate
  • Flexibility to changing requests and timescales.
  • Analysing and interpreting data to make informed decisions.
  • Data analysis skills using Microsoft Excel/Google Sheets.
  • Professional with a flexible, positive approach to work and change.
  • Good communication skills, clearly conveying information both verbally & written, and collaborating across teams.
  • A customer champion who believes in the delivery of first class customer experience.
  • Flexibility on working hours to enable achievement of goals.
Responsibilities
  • Conducting capacity planning for the contact centre to optimise resources and meet SLAs.
  • Managing customer contact volumes across multiple channels to ensure efficient operations.
  • Produce an 8-week rolling schedule, then maintain, update, and error check on a constant basis.
  • Utilising forecasting and planning models to enhance efficiency, achieve SLAs, and support marketing campaigns and strategic decisions.
  • Scheduling of rotas, one-to-ones, coaching, meetings, briefings, task rotations, shift rotations / hours, blended work patterns and new starter induction schedules.
  • Schedule analysis to ensure alignment with key planning deliverables.
  • Be the initial point of contact for scheduling urgent, routine, and alteration plans.
  • Implement any shift slides or swaps on an ad hoc basis.
  • Process annual leave requests in a timely manner, reporting concerns as appropriate.
  • Review lunchtime/break distribution as and when required to ensure optimum operational efficiency.
  • Production of daily, weekly, and monthly staffing profiles to deliver optimised plans to support Operations.
  • Promote annual leave availability where possible, reducing the impact of end of year leave build-up.
  • Responsible for ensuring the Workforce Management system is accurate and up to date with resource information.
  • Maintain telephony systems scheduled closures, announcements and ensure these are correct.
  • Manage service levels and abandon rate on a real time basis, amending advisor skills as the needs arise and put in place an action plan to mitigate the impact to the Contact Centre.
  • Promote and implement effective practices in resource planning and real-time adherence for optimal efficiency and performance.
  • To establish and maintain efficient working relationships across the business.
  • Produce daily, weekly, month reports to assist management in service performance.
  • Develop management information across all channels which maximises productivity and highlights any resource needs.
  • Maintain the shift rotations and communicate to all when they need to be amended to support business needs.
  • Escalate issues promptly to management and help resolve problems in a timely fashion.
  • Participate and collaborate in projects relevant to planning, ensuring timescales are met.
  • Adhere to Company process, ensuring relevant documentation is accurate and well maintained.

SimpliSafe offers home security systems that protect homes and businesses from intrusions, fires, and emergencies. Their products include customizable security cameras, video doorbells, smart locks, and various sensors, all designed for easy wireless installation. Unlike competitors, SimpliSafe provides features like visual verification of alarms and a panic button for discreet help. The company's goal is to enhance safety and security through accessible and reliable solutions, generating revenue from equipment sales and subscription-based monitoring services.

Company Stage

Debt Financing

Total Funding

$182.6M

Headquarters

Boston, Massachusetts

Founded

2006

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • SimpliSafe's AI integration enhances proactive security measures and crime prevention.
  • The company's UL certification improves emergency response efficiency and consumer safety.
  • Growing demand for smart home integration boosts SimpliSafe's market potential.

What critics are saying

  • Increased competition from DIY systems like Ring and Nest threatens market share.
  • Rapid AI advancements may outpace SimpliSafe's current technology offerings.
  • Privacy concerns over AI surveillance could impact reputation and sales.

What makes SimpliSafe unique

  • SimpliSafe offers customizable security systems tailored to individual customer needs.
  • Their systems feature wireless installation and long battery life for convenience.
  • SimpliSafe's visual verification feature enhances police response times during emergencies.

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Benefits

Health Insurance - A comprehensive plan provides peace of mind for you and your family.

Employee assistance program - Help through the difficult situations that come up at work and at home.

Tuition reimbursement - We want you to keep learning, so we’ll cover part of your tuition.

401(k) - Saving for your future in the present.

Unlimited vacation - Exempt employees take the time when you need it or want it. We mean it.

Life and disability insurance - Coverage for when you need it most.

INACTIVE