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
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.