Resource Planning Manager
Leicestershire

About the Role

Exciting oppportunity to join a new venture with huge Private Equity backing.  Dynamic business with an extremely exciting and 'buzzy' culture.  The role is to set up and manage resource levels in line with forecasted contact centre volumes, while maximising performance to achieve service level targets.

This would really suit a hands on planning manager who is interested in setting a planning function up from scratch, but initially able to support the planning utilising advanced Excel skills

Key Responsibilities:


  • Deliver low variance forecasting across all contact methods, ensure optimal scheduling to meet service level agreements and key performance indicators
  • Work strategically with the business to drive through efficiency gains fully utilising work force management and telephony technologies
  • Implement and develop the infrastructure required to provide market leading management information and reporting for the Contact Centre 
  • Utilise historical data and contact forecasts to develop accurate headcount models that provide capacity modelling, service level forecasts and supports recruitment strategy decisions
  • Retain up to date knowledge of emerging Contact Centre technology enhancements, leading initiatives that improve service, productivity and efficiency

Experience & Skills Required for role:


  • Previous experience at Resource Planning at a Management level, and in a similar role
  • A proven track record of implementing and developing market leading Contact Centre management information and reports
  • Experience of managing significant change / service improvement projects
  • Proven knowledge and experience of ACD and workforce management technology
  • Advanced knowledge of Microsoft Excel
  • Self-motivated, organised, with ability to prioritise workloads
  • Keen analytical skills to evaluate performance and identify improvement opportunities
  • Effective influencing, negotiating and decision making skills 
  • Innovative thinker

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