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Resource Planning Manager

About the Role


Fantastic opportunity for someone who has proven experience of managing a Resource Planning function in a contact centre, to include Forecasting, Planning and MI.  The position will be to support the senior management team to design and implement accurate and robust resource plans for both on and off site employees.  Any experience of 'start-up' operations would be advantageous. Great opportunity to build a function from scratch.

About the Role:

  • Maintain and continually improve the forecast and resource plans for both all customer contact functions in a multi-channel contact centre
  • Plan for both voice and non voice channels
  • Provide daily and weekly reports to provide transparency upon productivity and performable
  • Continually analyse and provide insight into the date surrounding the performance of the operation
  • Plan and forecast on the short, medium, and long term to manage the operation efficiency
  • Work with the management to design the rotas
  • Work with HR to design and deliver positive change to the operation
  • Build relationships across the business

Required Skills and Experience:

  • Proven experience of managing a planning, forecasting and MI function in a contact centre
  • Strong understanding and experience of utilising WFM tools and systems
  • Strong analytical skills
  • Ability prioritise multiple tasks
  • Excellent communication skills
  • A proactive attitude to continually wanting to improve the operation

Cactus Search is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to Cactus Search, directly or via any of our adverts on other platforms, your personal data will be held on our secure relationship management system for a maximum period of 36 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time and following a period of 36 months inactivity your CV will be removed permanently from our records

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