Contact Centre – Resource Planning Manager

12 Month Contract
East Midlands, Northamptonshire
Posted 2 weeks ago

Job Ref: DJPF1222
Job Title: Resource Planning Manager
Salary: £45,000

This is a 12 month FTC for an experienced Resource Planning Manager to manage a team of Analysts to deliver end to end Resource Planning within a multi-channel Contact Centre operation.

Some of the Responsibilities include:

• Leading the team to ensure resources are effectively deployed across all business areas through the delivery of the planning cycle for telephony, back office and retail activities within a multi-skilled & multi-site operation
• Anticipating business needs and requirements through monitoring and analysis of trends and data, in order to provide mitigation options to the Operation
• Driving continuous improvement in all processes and systems used within Scheduling & Forecasting.

If you are interested to apply:

• Ability to translate & implement plans
• Be able to work with all teams across the group to promote the benefits of effective planning and display the appropriate leadership qualities while doing so
• Extensive knowledge of Workforce Management systems and working knowledge of telephony applications
• Ability to analyse complex situations and data and take rapid remedial action
• Extensive knowledge of Verint Workforce Management systems and working knowledge of Avaya telephony applications

Job Features

Job CategoryResource Planning Manager

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