Sorry, this job is no longer available
Please use the search to find another job.
Please use the search to find another job.
Resource Planning Manager
West Midlands
About the Role
We are actively searching for an exceptional Contact Centre Resource Planning Manager to join a leading business in their area. You will be managing the Capacity Planning, Forecasting (including Omni-Channel), Scheduling & strategic design & implementation.
You will be used to working in a fast paced environment, with large numbers of FTE, designing Planning Tools/Solutions from the ground up and analysing performance to drive all long term plans, from budgets and recruitment recommendations to advisor shift design and development.
Key experience will include:
- Good understanding & proven experience of Workforce Planning & Delivery - creating a robust planning framework.
- Strong team player, with the ability to contribute, influence and challenge
- Experience of Tracking & managing forecasting & scheduling performance.
- An excellent knowledge of excel is required, and experience of working with WFM is essential.
- Strong in-depth knowledge of resource planning methodologies
- Excellent planning and organisational skills
- Clear confident and concise communicator with strong influencing skills
- Excellent analytical, numerate skills and an attention to detail
- Ability to build and maintain strong working relationships - You will manage a team of planning analysts.
- Able to educate on the role the planning team plays in the business and gain buy in for change when required.
- Flexible attitude and ability to work to tight time lines and in a dynamic environment without losing sight of priorities when required.
- Contact Centre Resource planning management experience
- Analyst management (Scheduling/ forecasting/ capacity planning)
- High level of Excel
- Experience - inbound/ outbound environments