Senior Resource Planning Manager
Glasgow

About the Role

We are sourcing an experience Senior Resource Planning Manager for a dynamic, fast paced organisation.  The role is to manage multiple sites resource levels in line with forecasted contact centre volumes, while maximising performance to achieve service level targets. 

Leading a growing team this would really suit a hands on planning manager with experience of multi-site and larger headcounts.

Key Responsibilities:

  • Lead the diverse Planning function to deliver optimal plans, scheduling are real-time information across multiple sites and contact mediums to ensure key performance indicators are met
  • Work strategically in the Senior Management Team 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 leading a Planning function within a complex Contact Centre estate
  • 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 workforce management technology
  • 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

This is a terrific post for an individual who is seeking a challenging post with a very exciting future.

 


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