Head of Resource Planning (3 – 6 month FTC)

About the Role

We are actively searching for a Head of Resource Planning to lead a large team in a period of rapid change and transformation.

This highly varied role will support and lead a team of Senior Planners and Resource Schedulers to deliver best in contact centre resource planning across a multisite estate of c6,000 FTE (both inhouse and outsourced).
Working with the Senior Management Team, you will be responsible for forecasting, planning and scheduling to enable the delivery of a great customer service on behalf of the business.
Key experience required:

  • Proven experience in managing Resource Planning in a LARGE dynamic contact centre estate across multiple sites.
  • Proven experience in developing people and teams
  • A history of supporting large multi-functional teams across multiple sites
  • Experience of leading, directing and managing a leadership team to develop and grow capability to ensure resources are available to deploy to meet operational requirements, with a focus on service, cost and optimisation
  • A proven track record of strong commercial and financial acumen, and management of large operational budgets across multiple business areas 
  • The ability to read, analyse and interpret scientific and technical information and financial reporting
  • Superior working knowledge of Artificial Intelligence forecasting software and Workforce Management systems
  • Strong analytical, problem solving skills and the ability to use information to develop creative value add solutions
This role is initially homebased, however, it is envisaged early in 2021 this will become a site based role in the North West. This role is urgently required and could start as soon as January 4th 2020.

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