HO Resource Planning
West Midlands

About the Role

We’re seeking an experienced Head of Planning to join a large, multifaceted and rapidly changing organisation. This is a fantastic opportunity for a seasoned planning professional, of which has experience of planning across multi-site contact centre operations. Ideally you will have some off-shore knowledge, but not essential.   

Key Responsibilities

  • You will ensure the accurate delivery of forecasting and resource models across the operation, adapting on a continuous basis in line with trends / changes in demand / optimised forecasting techniques.
  • Achieve target schedule adherence through effective real time performance monitoring across the operation
  • Drive continuous improvement opportunities
  • Act as an independent business advisor, driving improvements across a large business division
  • Work with Operational Managers to continually drive focus on key areas that will improve performance
  • Headship of complex projects and programmes

 Skills / Experience

  • Senior Planning Management experience is essential (Contact Centre Operations) 
  • Outsourcing / BPO background
  • Change management, continuous and performance improvement experience
  • Demonstrable experience of converting an analytical function to drive performance and influence strategy
  • Project management skills and experience

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