About the role
We’re looking to recruit a passionate and enthusiastic Resource Planning Manager to join a well-established and successful operation.
Hybrid working model – 2 days per week in the office.
This role will report into the Head of Resource Planning who you will work closely with to ensure their customers receive a best-in-class service.
In return you will receive an attractive salary of up to £44,000 DOE and a benefits package including 25 days annual leave + bank holidays, holiday purchase scheme, life assurance, enhanced pension options and staff discounts.
Responsibilities:
Lead and develop a team of resource planners and real time analysts 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.
About you:
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.
Excellent analytical, decision making and problem-solving skills.
Excellent communication skills at all levels.
Technical knowledge and experience in systems such as: Genesys PureCloud, SalesForce, Aspect, Avaya, building call flows.
If you’re interested in this role, click ‘Apply Now’ and a member of our team will be in touch.