Job Type: Permanent
Job ID: 168575
Resource Planning Manager
My client is looking to recruit a passionate and enthusiastic Resource Planning Manager to join their well established and successful operation. Initially this will be a homeworking role with the view to moving into the contact centre operation in the future!
This role will report into the Head of Resource Planning who you will work closely with the ensure their customers receive a best in class service.
Lead and develop a team of resource planners and real time analyst to create a high performing culture that focuses on service delivery.
Be the main point of contact for performance challenges across the operation, keeping senior stakeholders up to date and providing advice and support.
Using historical data identify customer contact behaviour trends to help drive continual improvement in forecasting and demand planning.
Ensuring all information on the WFM is accurate and up to date
Provide expert advice to the senior leadership team regarding resource issues
Previous experience in a contact centre resource planning and real time lead role
Significant experience in operations and forecasting, capacity planning, scheduling and real time management
Experience of leading, managing and driving the performance of others
Ability to work under pressure, manage your time effectively and work on your own initiative
Excellent analytical, decision making and problem-solving skills
Self-motivated, ambitious and determined
Excellent communication skills at all levels
Technical knowledge and experience in systems such as: Aspect, Avaya, building call flows….
Idea background: Resource Planning Manager, Real Time Manager, Operational Planning Manager, Senior Resource Planning Manager, Senior Planner, Planning Manager, Forecasting Manager.
Interviews and your induction will be done virtually.
Please apply immediately via the link…