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Head of Resource Planning – Contact Centre

Location: Lancashire


Job Type: Permanent

Job ID: 169596

Head of Resource Planning – Contact Centre


We’re looking to recruit a passionate and innovative Head of Resource Planning to join a well established and successful operation in Lancashire.


In this role you will be fully responsible for end-to-end planning across in-house and outsourced customer service contact centre operations.


There is a fantastic salary and benefits package on offer along with a hybrid working model!




  • Leading and developing your team to create a high performing culture that focuses on service delivery.

  • Leading the operational planning processes across customer services, ensuring you maximise outcomes and deliver high colleague engagement.

  • Leading the build and delivery of operational MI and insight, providing reports to drive performance.

  • Provide expert advice to other senior leaders regarding resource issues.

  • Using data to identify customer contact behaviour trends and help drive continuous improvements to existing processes and systems.


About you:


  • Previous senior leadership experience of multi-channel contact centre resource planning function.

  • Significant experience in operations and forecasting, capacity planning, scheduling and real time management.

  • Experience of leading, managing and driving the performance of others.

  • Significant stakeholder management experience with proven ability to engage and influence others to deliver the best outcomes.

  • Experience managing change in a fast-paced and agile environment.

  • Ability to interpret and use complex data.

  • Excellent communication skills at all levels.


If you’re interested in this role, send across your CV and a member of our team will be in touch.