Resource Planning Manager

About the Role

We are looking for an exceptional Resource Planning Manager for our large, complex and highly successful client.

*** This role is remotely based (although has to be in the UK) ***
The purpose of this role is to lead the Resource Planning and reporting team where you will be responsible for the effective utilisation of the workforce, Forecasting, Scheduling, Real-Time and production and delivery of MI and reports for both internal and external Contact Centre operations.
Key Responsibilities

  • To manage and develop a team of Forecasting, Planning and reporting Analysts, accurately prepare forecasts and budgets for call & non-call workloads and resource.
  • To work closely with our clients outsource Planning & Resource teams, monitoring performance and trends
  • To constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Customer Centre teams and maximising agent satisfaction by providing flexible options.
  • To make recruitment recommendations and identify opportunities and benefits offered through skills-based routing.
  • To identify and pro-actively manage changes to the shift patterns to deliver improved customer service,
  • To be aware of and record business, resource and seasonal changes, making appropriate resource plans.
  • To monitor recruitment and work with the People Team to make advanced plans for required shift changes to optimise delivery of resource and skills.
  • To deliver effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.
You will be a seasoned Contact Centre Resource Planning Manager, will be proficient in WFM tools and excel for modelling.

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