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
This is a very exciting, varied role for an exceptional planning professional - please apply and contact Matt Affron 07753 432 891.

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