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Resource Planning Manager
Home-based
About the Role
We are looking for an exceptionally talented Resource Planning Manager professional to join a highly progressive, growing team within a fabulous business.
The individual we seek will be used to working in a highly fast paced Contact Centre operation and will look after resource planning, call forecasting and shift management.
Key Responsibilities:
- Responsible for maintaining accurate planning production for the business, and developing the resource plan with a view to helping the business develop and deliver results.
- Design, deliver, monitor and update all planning requirements - making sure that all KPIs and SLAs are met across all our channels, Phone, Email, Chat & Bot to ensure they reach the target.
- Design & Delivering analysis of contact volume trends to ensure accurate call forecasting.
- Have a good level of understanding for all capacity planning, forcasting, scheduling & real time planning analysis.
- Develop and deploy the right process to optimize the process of call forecasting and tracking.
- Develop the right organization of WFM and assignment.
- Manage the shift schedule process and operate to maximize SLA and staff satisfaction.
- Build real-time operation visualisation to improve the supervising operation efficiency.
Technical skills and Abilities
- Have experience in managing workforce management.
- Proven track record of maintaining high levels of call forecasting, scheduling, real time etc in a fast-paced industry.
- Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
- Knowledge of progress monitoring and reporting
- Strong leadership qualities that can motivate and guide a team.
