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Head of Resource Planning - Contact Centre

About the role

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!

Responsibilities:

  • 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.

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