Resource Planning Manager

Permanent
Scotland
Posted 4 weeks ago

Job: Resource Planning Manager

Cactus Ref: 804100518

Salary: £55k + bens + bonus

About the Role

Reporting to the Head of Resourcing, the successful candidate will oversee the Workforce Management System and Forecasts within a multi-site and multi-skilled customer centre. You will have responsibility for multiple analysts in your team to look after up to 2000FTE. This is a fantastic opportunity to work for a true market leader and drive workforce strategy and take the department to a new level of operational excellence.

Key Responsibilities

Work with stakeholders and the Business Partners to ensure the accurate delivery of forecasting and resource models, adapting to changes in contact arrival patterns, contact channel shifts and changes to Marketing forecasts.

Proactively identify and develop key relationships across the business ensuring that all forecasts and resources proposals are deployed with maximum insight, and appropriate actions are taken to minimise risks to target service levels and/or budget

Ensure accurate staffing levels are driven through the forecasting process to meet the established demand and hit business KPI’s

Propose continuous improvement opportunities to improve SLA’s / reduce costs and provide increased flexibility.

Manage performance and productivity of the team regularly reviewing skill levels against role requirements

Continually review staffing against plan and work to improve and deliver efficiencies to plan while not impacting Planning relationship with the business

Knowledge, Skills & Experience Required

Extensive experience in a Resource Planning Manager role within a multi-skilled, multichannel, environment

Previous experience in managing a resource planning team.

Strong technical background in using MS packages and WFM technology

Stakeholder management experience with the ability to negotiate and influence others

Strong analytical skills

Strong commercial awareness

Ability to motivate and engage your team to deliver outstanding results

If you feel you possess the required pre-requisites please get in touch with Joe Wrenn at Cactus Search.

Job Features

Job CategoryResource Planning Manager

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