Job Overview:

The Head of Customer Connections will be responsible for developing, implementing, and managing resource planning & control strategies to ensure optimal workforce allocation and operational efficiency. This dynamic role plays a key part in supporting business objectives by aligning resource capacity with customer demand, enhancing productivity, and driving cost efficiency.

Key Responsibilities:

• Work Allocation & Scheduling: Prioritize tasks, ensuring SLA compliance across resource groups – Planning, Civils, Extensions, Wayleaves, Field, NOC, Contractors
• Work Control & Monitoring: Responsible for all daily orders planned and in process throughout each working day. Coordinating with internal and external teams to deliver output that supports on time delivery. Implement escalation procedures for unresolved or critical network issues.
• Production Scheduling: Creating schedules to ensure timely completion of tasks.
• Workforce Allocation: Ensure optimal deployment of resources across teams and regions to maximize productivity.
• Operational Efficiency: Identify process improvements to enhance workforce utilization, reduce costs, and improve service delivery.
• Customer Service Excellence:Ensure delivery of excellent customer service by providing proactive status updates on order journey and responding to customer inquiries and resolving issues efficiently and effectively.
• Data Analysis: Use data-driven insights to inform decision-making, ensuring resource levels align with performance targets.
• Stakeholder Management: Collaborate with senior leadership, operations teams, and HR to align resource strategies with broader business objectives.
• Reporting: Develop and maintain performance dashboards, providing visibility on resource utilization, demand trends, and KPIs.
• Risk Management: Identify potential resource shortfalls and implement contingency plans to mitigate disruption.
• Technology Integration: Lead the adoption and optimization of workforce planning tools and systems to improve forecasting accuracy and decision-making.

Key Skills & Qualifications:

• Strong analytical and forecasting skills with experience using data-driven insights.
• Expertise in telecoms resource planning, including network build, field operations, and customer support environments.
• Proven leadership experience with the ability to manage cross-functional teams.
• Excellent stakeholder management and communication skills.
• Strong organizational and problem-solving abilities.
• Proficiency in workforce management tools (e.g. Field Dynamics, Field Service Management etc) and data visualization platforms.