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Workforce Resource Manager

About the Role

A well-known brand requires a Workforce Planning Manager to head up a team of six analysts for a 300 FTE contact centre in Buckinghamshire.

The company have three sites across the UK, with advisors handling complex enquiries. They are well known in the sphere they operate in and strive to deliver exceptional customer service.

Main Responsibilities:

  • To manage a small team of analysts who deliver tangible data to Team Managers across the business, as well as looking at short, mid and long term forecasting. 
  • To support the introduction of new channels, including webchat
  • Scheduling and intra-day forecasting
  • Analyse contact centre patterns and generate MI reports

Required Skills and Experience:

To be considered for this role you must be able to demonstrate significant workforce planning knowledge. Competencies in staff management must also be able to be demonstrated.

The ability to implement new channels and liaise with senior stakeholders essential.

On offer is a range of benefits that make this role a real life style choice. The position is M-F 9-5. The holiday entitlement is 30 days plus Bank Holidays and the company guarantee a Christmas shutdown on top of holiday allowance. Other benefits include flex working, pension, childcare vouchers, a study allowance and parking.

constantly on the hunt for the best candidates