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Contact Centre Resource Planning Manager
About the Role
We are seeking a highly experienced Contact Centre Planning Manager for our client based in Swindon who have a multi-sited Contact Centre operation spanning the Thames Valley.
With an extensive background in the management of complex Contact Centre Planning functions, the successful candidate will be responsible for leading the Planning and Forecasting function to ensure robust level of delivery across all channels including Voice, non-voice transactional and any newly created channels such as Digital / chat.
Provide planning oversight of all 3rd party partners ensuring sufficient levels of scrutiny around operational delivery and performance.
Heading a growing team you will be responsible for :
- Developing an end to end planning framework
- Manage the provision and compilation of Long Term (13 months), Medium Term (3-6 months) and Short term 1 (week to 3 months) forecasts
- Manage the provision of Real Time management and reporting
- Develop future contact / support strategy for Customer Relations / Complaints
This is a terrific post for a highly experienced Contact Centre Planning Manager.
We are unable to consider anyone who is not presently a Resource Planning Manager within a Contact Centre environment.