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Resource Planning Manager

Location: Gateshead

Salary: £32,000

Job Type: Permanent

Job ID: 169595

We’re looking for passionate and enthusiastic Resource Planning Manager to join a new contact centre in Gateshead.


This role will report into the Head of Contact Centre who you will work closely with to ensure customers receive a best-in-class service.


You will be the operational planning lead and develop forecasting to ensure all targets and KPI’s are achieved. You will also be responsible for the day-to-day across circa 85 FTE operations.


This a newly created role so they need someone who is able to build a resource planning model using Microsoft Excel.


This role would also suit an experienced Resource Planning Analyst that is looking to take the next step in their career.




  • Developing a resource model across all customer contact channels, factoring in seasonal activity

  • Produce weekly schedules across the operation, monitoring adherence and effectiveness of schedules to continually improve and create accurate forecasts

  • Continuously analyse resource data to find opportunities to develop the resource allocation across the operation


About you:


  • Previous experience in a contact centre resource planning and real time role

  • Advanced Excel skills

  • Ability to build and develop a contact centre resource planning model using Excel

  • Ability to work under pressure, manage your time effectively and work on your own initiative

  • Excellent analytical, decision-making and problem-solving skills

  • Excellent communication skills at all levels



If you’re interested in this role and would like to find out more, send across your CV and a member of our team will be in touch.