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Senior Resource Planning Manager
Manchester

About the Role

We’re seeking an experienced Senior Resource Planning Manager to provide a wide range of operational support/ service delivery across the global organisation (Forecasting, Planning and Real-Time Planning). You will be responsible for overseeing the provision of workforce practices and design the business WFM strategies to achieve, operational efficiency's and effective business planning strategies.

This is an excellent opportunity to work for a leading brand, work within an incredible leadership team & nourish a resource planning team. This organisation in renowned for providing exceptional support to employees & an incredible service.

Location - This role is a Hyrid role and requires 3 days on site per week at the companys Manchester office. 

You will:

• Build the business WFM strategy - Forecasting & Real-Time demand and resource requirements across multiple channels globally.
• Establish and deliver a resource planning approach using historic data to forecast demand and resource requirements – daily/ weekly/ monthly. 
• Maintain staff activities and records, maintain shift plans, identifying any shortfalls in staffing levels to the Planning Manager and Ops team.
• Optimise resource planning and scheduling processes to achieve service levels.
• Work with the Operational Leaders 
• You will be tasked with managing the Data & Trends Analysis
• Carry out strategic resource planning & business change management plans.

Required experience:

• Extensive Senior Contact Centre WFM background
• Resource Planning Senior Leader in a complex Customer Service/ Customer Care operation in the past. 
• Management of WFM system
• Proven experience of producing accurate intraday / forecasting models
• Statistical techniques across multiple service channels (call/ chat/ emails)
• Extensive Resiliance & Senior leadership experience 

Please share your CV - matt@cactussearch.co.uk