Resource Planning Manager (Remote)

About the Role

We are working with a large and complex Contact Centre operation to help them in the sourcing and selection of a highly experienced Resource Planning Manager to lead a growing team of Analysts across MI, Scheduling and Realtime.

** This is a ‘Remote role’ based in the UK **
** Salary is 40 - 50k + bonus + bens **

You will oversee the allocation of resources, ensuring adequate staffing levels are available to meet operational needs, and optimizing productivity within the workforce. Your job would involve analyzing historical work patterns and forecasting future demand to develop accurate workforce schedules.

We are seeking someone who has led growing WFM functions in fast paced Contact Centre operations and the successful person will have the following responsibilities:

  • Analyses historical data and trends to forecast future staffing requirements accurately taking into account call / chat / email volume.
  • Overall responsibility of creating and maintaining the build plan, the WFM Manager creates and oversees the management of employee schedules to ensure appropriate coverage during peak and non-peak times.
  • Ensures the overall efficiency of operations by monitoring real-time staffing levels and adjusting schedules or reallocating resources as needed.
  • Work closely with the client to understand seasonal, product or other fluctuations which may effect call / email / chat volumes
  • Builds and maintains accurate forecasting models by analysing historical data and external factors (e.g., seasonality, marketing campaigns, events).
  • Ensures that the account and operational area has the necessary capacity to handle workload demands.
  • Works closely with the Recruitment and Training department to provide insights and data on staffing needs and skill gaps.
  • Identifies areas for improvement within the workforce management function and suggests process enhancements or automation opportunities.

This is a challenging but highly rewarding role for a highly skilled RP Manager who is seeking an organisation where progression and opportunities are the norm.

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