Resource Planning Architect (Contact Centre Bid)
Liverpool

About the Role

We’re seeking an experienced Contact Centre Resource Planning Architect to provide a wide range of operational design and development for the business bid & tender team. the organisation (Forecast/ scheduling/ Capacity planning) will need a great mind to review the incoming data and create a business case and plan of action for business support.

Role is currently homebased until at least Spring 2021.

This is an excellent opportunity to work for a leading brand and join an experienced resource planning & Bid team. 

About the Role:

  • Providing guidance and business focus for the business forecasting - reviewing and analysing the current and historical data.
  • Relationship management experience is essential as you will be responsible for communicating resource planning tender information with internal & external stakeholders.
  • You will be creating operational business capacity planning documentation.
  • Provide consultative support for the leadership team, guiding and advising to develop effective productivity measures, performance management intelligence and resource planning effectiveness
  • Define and provide intelligent information to key stakeholders

Required Skills and Experience:

  • Subject Matter expert on industry practise in the areas in Resource planning adherence and driving service delivery excellence.
    • Capacity planning and tender experience ideally witihin a Contact Centre Bid team
    • Exposure to Nice - IEX WFM would be beneficial.
    • Ideally Advanced EXCEL.
    • Experience of operating within a Resource Planning team within a multi-site / multi-channel contact centre.
    • Strong relationship management experience essential.
    • Exceptional numerical reasoning, attention to detail and accuracy


Please contact Matt Affron 01905 330 794

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