Resource Planning Manager
Central London

About the Role

We are looking for an exceptionally talented Resource Planning Manager (Contact Centre Industry) professional to join a highly progressive, growing business to work.

The individual we seek will be used to working in a highly fast paced Global European Contact Centre operation and will look after resource planning, call forecasting and shift management.

Key Responsibilities:

• Responsible for maintaining accurate call forecasting for all European markets, and developing the resource plan by market and contact channel.
• Monitoring and updating all KPIs and SLAs are met across all our channels, Phone, Email, Chat & Bot to ensure they reach the target.
• Delivering analysis of contact volume trends to ensure accurate call forecasting.
• Have a good level of understanding for all our European markets and work together with the respective Market Leaders to ensure accurate call forecasting.
• 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.
• Maintain performance reports to track EU Customer Service team performance.
• Attend and Lead Call forecast update meetings as well as Performance review meetings.

• Have at least 3 years’ experience in managing workforce management.
• Helpful to have 1-year experience in managing or supervising Customer Services Operations.
• Proven track record of maintaining high levels of call forecasting 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
• Having an analytical approach to problem solving
• Computer literate in like all Microsoft packages, google apps, BI tool and SQL with the ability to learn new skills
• High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skills
• Outstanding written English and oral communication skills, with the ability to understand to lead responsibility
• Strong leadership qualities that can motivate and guide a team. 
• Excellent interpersonal skills , with willingness to co-operate and work effectively as part of a team, including with external suppliers and providers
• Able to solve problems with minimal supervision
• Willingness to be flexible as and when required
• Able to lead by example
• A passion for our brand and understands retail and general consumer buying behaviour