Resource Planning Manager

£36000 - £45000 per annum
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

We are once again supporting this fantastic organisation with their ongoing recruitment within their workforce planning function.

Having recently secured an outstanding Head of Resource Planning for them, we are now looking to add an experienced Resource Planning Manager to compliment the leadership team.

You will take leadership responsibility for a team of 5 analysts across contact centre scheduling, forecasting and real-time and will create and manage KPIs, objection setting, performance management and workload delegation.

The successful candidate will both oversee and lead on the delivery of weekly reports for contact centre performance and capacity activity and will also be responsible for updating capacity and resource plans in line with new hires, redeployment and leavers.

Previous WFM platform experience with Verint is required along with a good understanding of telephony platforms; preferably Mitel.

To be considered for this role you MUST:
  • Have previous contact centre planning experience
  • Have previous people leadership experience within a contact centre planning function
  • Possess a solid capability to voice and share ideas and best practice with key stakeholders and peers
  • Have a background of working with Verint WFM technology
Please ONLY apply for this role if you meet the above criteria.

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