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Resource Planning Manager

Location: Lancashire


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


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

  • 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…


Matt Lazenby