This Job Vacancy has Expired!

Resource Planning Manager

Posted on Jan 31, 2019 by Anonymous

Redhill, Surrey United Kingdom
Call Center & Customer Service
Immediate Start
£37k - £37k Annual
Full-Time
We have a fantastic opportunity for an experienced Workforce Planning Manager to join a progressive, rapidly changing utilities organisation in Surrey. The organisation are embarking on a major and complete Contact Centre re-design (technology, process and environment) and as such it's an amazingly exciting time to join.

Reporting into the Operations Manager, the Planning Manager is accountable for delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives.

Leading the Planning team the successful candidate will have a Contact Centre Planning background and will be used to working with WFM systems to support a multi-department/site contact centre environment.

Key responsibilities:

- Planning staffing requirements and translating to the creation of optimal schedules and real-time management.
- Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans - model and coordinate with the operation to ensure business objectives and customer satisfaction is achieved.
- Accurately produce call volume forecasts on a daily, weekly, monthly and annual basis.
- Compares results to forecast and identify opportunities for improvement.
- Operational management and support of the telephony platform and its users.
- Incident management operational communications ownership, internal and customer.
- Working collaboratively with colleagues across the business at all levels to ensure the service operates successfully for their customers.
- Taking ownership for team performance and driving through actions in order to maintain, streamline, and improve service.

We are only able to consider people who have an extensive background in leading teams in Contact Centre operations

Reference: 635258104

Similar Jobs

Resource Planning Manager

Redhill, Surrey United Kingdom

Cactus Search

Resource Planning Manager

Cheltenham, Gloucestershire United Kingdom

Artis Recruitment

Resource Planning Manager (Contact Centre)

Northampton, Northamptonshire United Kingdom

Anonymous

Resource Planning Manager - Contact Centre

Northampton, Northamptonshire United Kingdom

Novacroft

Contact Centre Resource Planning Manager

Northamptonshire, Northamptonshire United Kingdom

Cactus Search

Contact Centre Resource Planning Manager

Warwickshire, Warwickshire United Kingdom

Anonymous

Contact Centre Resource Planning Manager

Northamptonshire, Northamptonshire United Kingdom

Anonymous

Contact Centre Resource Planner

Edinburgh United Kingdom

Search Consultancy

Resource Planning Analyst

Birmingham, Birmingham United Kingdom

Anonymous

Resource and Planning Manager

Loughborough, Leicestershire United Kingdom

Anonymous