Resource Planning Manager

£38000 - £50000 per annum, Benefits: Hybrid, Pension, Life Assurance, Vouchers, Discounts, Cycle2Work
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.

Are you an experienced Resource Planning Manager seeking an exciting opportunity?
Are you able to lead a team of planning analysts to provide real time, scheduling, forecasting and capacity support in a busy operation?
We are proud to be supporting this fantastic organisation with their ongoing recruitment within their workforce planning function. Having secured an outstanding Head of Resource Planning for them earlier this year, 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. This is a hybrid role working just one day a week in the office.

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.
Additional responsibilities:
  • Handling the daily running of the team and appropriately dealing with any issues that may arise.
  • Maintain forecast accuracy and evaluating the teams reports to ensure consistently high standards are delivered.
  • Providing regular performance updates and conducting necessary training when required.
  • Seek and highlight areas for continuous improvement within the contact centre.
  • Question assumptions made within the process ensuring all forecasts are accurate and resources are used effectively.
Key attributes:
  • Experience leading and developing Resource Planning teams within a contact centre environment, responsible for voice, none-voice, chat, SMS and Web contacts.
  • WFM experience, ideally Verint.
  • Confident to present complex information to nontechnical audiences being able to explain, influence and persuade.
  • Comfortable with Microsoft packages, particularly Excel.
  • Stakeholder management.
  • Hybrid working model – 1 day a week within the office.
  • Competitive salary packages.
  • Pension
  • Health care plans and eye care vouchers.
  • Life assurance.
  • Discounted with gym memberships and leading retail brands.
  • Cycle2Work scheme.
This is a fantastic opportunity to join a wonderful organisation built on respect, trust and collaboration. If you want to feel valued and enjoy your new role, apply today. For more information, contact Tim Campion on 0208 989 7779.

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