Workforce Manager

at  LeasePlan

At ALD Automotive | LeasePlan, we are always asking What’s next in mobility.
Join our team and be part of a dynamic, exciting and engaging business, so we can discover What’s next together!
Overview of role

The Workforce Manager role is designed to ensure we have the right resources available at the right time, enabling us to serve our customers efficiently and effectively. The role will be office based with occasional working from home offered.

• Key conduit between the Demand Management Function and our Front-line teams.
• Ensure we connect to our customers when they need us by managing the daily workload, proportioning the right skills and resource to the right interaction channels so that customer queries are handled and resolved in a timely manner utilising the customer case data available.
• Leads the prioritisation and allocation of daily cases, monitoring progression and communicating effectively with management teams to enable them to have effective performance conversations and make customer led decisions on a short-medium term basis

Areas of Responsibility

• Collaborating with the Planning Managers to analyse customer case age profiles, open case reports and staffing reports, creating comprehensive daily work schedules for front line teams.
• Supporting Team Managers with the daily communication and allocation of work to indirect and offshore teams, providing updates on the prior day progress and completion rates.
• Reducing resource wastage by foreseeing when the allocation of work or customer contact is running low, making recommendations and adjustments to balance customer contact and case completion effectively.
• Utilising contact channel wall boards combined with regular floor-walking to support the optimisation of performance.
• Acting as the receiver of specific case analysis reports, identifying duplicates, unqualified cases and potential non-responder aged cases, and taking ownership in the reduction of case inaccuracy for improved data and SLA precision.
• Supporting with wider follow up of customer case progression where different tasks sit across more than one team.
• Providing feedback and suggested future solutions on the required control of queue and case management where the customer journey is impacted.

Role Requirements

• Excellent organisation and time management skills.
• Strong attention to detail.
• A passion for data analysis and storytelling.
• Excellent interpersonal relationships with the ability to communicate effectively with a variety of stakeholders across different management levels.
• Problem solving capabilities.
• Proficient in the use of Microsoft Excel
• Confident in the presentation of both written and verbal explanations.
• Confidence to constructively challenge and influence business decisions when required
• Strong leadership mindset, to support making decisions and driving performance through others
• Confidence when liaising with internal colleagues at any level
• Ability to work with changing priorities
• Strong work ethic and personal leadership

Technical Capabilities
As with any new role, we don’t expect the successful candidate to be mastering our reporting suites or be fully trained on our systems and processes, these can all be trained. What we are looking for is an energetic and charismatic communicator with an analytical mindset who enjoys spotting problem trends within performance data and finding innovative solutions for resolution.

Desired Previous Experience

• Strong communication skills with the ability to effectively communicate with all levels of the organization.
• Confidence to constructively challenge and influence business decisions when required.
• Excellent analytical skills with the ability to interpret and present data in an engaging and meaningful way to various stakeholders (from colleagues and peers right the way through to board level).
• The ability to build rapport with customers, colleagues, peers and stakeholders across the business and its brands.
• The drive to take the initiative for learning and increasing your own knowledge
• Customer facing experience
• Data analysis experience
• Improvement cycle (e.g. Lean Six Sigma)

In exchange we are offering a competitive benefits package and salary between £30,000 and £35,000 depending on experience.
Why ALD Automotive | LeasePlan?
With over 3.3 million vehicles managed across more than 44 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.
At ALD Automotive | LeasePlan, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that’s diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.

Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.

• ALD Automotive | LeasePlan will rebrand to Ayvens across all 44 countries by 2025.

The Workforce Manager role is designed to ensure we have the right resources available at the right time, enabling us to serve our customers efficiently and effectively. The role will be office based with occasional working from home offered.

• Key conduit between the Demand Management Function and our Front-line teams.
• Ensure we connect to our customers when they need us by managing the daily workload, proportioning the right skills and resource to the right interaction channels so that customer queries are handled and resolved in a timely manner utilising the customer case data available.
• Leads the prioritisation and allocation of daily cases, monitoring progression and communicating effectively with management teams to enable them to have effective performance conversations and make customer led decisions on a short-medium term basi

Role Requirements

• Excellent organisation and time management skills.
• Strong attention to detail.
• A passion for data analysis and storytelling.
• Excellent interpersonal relationships with the ability to communicate effectively with a variety of stakeholders across different management levels.
• Problem solving capabilities.
• Proficient in the use of Microsoft Excel
• Confident in the presentation of both written and verbal explanations.
• Confidence to constructively challenge and influence business decisions when required
• Strong leadership mindset, to support making decisions and driving performance through others
• Confidence when liaising with internal colleagues at any level
• Ability to work with changing priorities
• Strong work ethic and personal leadershi