Job Type: Permanent
Job ID: 169596
Head of Resource Planning – Contact Centre
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!
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.
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.