Title: Dialler & Resource Planning Manager
Location: Aylesbury (1 Day per week - Hybrid)
Salary: £55,000 - £60,000

CCP are pleased to support a long-standing client with the recruitment of a Dialler & Resource Planning Manager.
  
As Dialler & Resource Planning Manager, you’ll take ownership of the outbound contact strategy and workforce planning function. You’ll be responsible for managing multiple campaigns, ensuring maximum agent utilisation and right-party contact rates.
  
You’ll also lead the creation and analysis of call forecasts, capacity planning, and performance reporting across multiple channels, using data and insight to inform operational decisions and deliver measurable improvements in productivity and customer outcomes.
  
Only candidates with experience in both Dialler management and Resource Planning management will be considered.
  
Systems: Calabrio - Nice CXone
  
Key Responsibilities:
  

• Design, manage and optimise outbound contact strategies and campaigns.
• Oversee workforce planning, forecasting and real-time resource management.
• Deliver in-depth analysis and reporting on contact centre data.
• Drive improvements to contact rates, talk time, and campaign performance.
• Provide technical support and contribute to ad-hoc projects as required.
• Present data and insight in an engaging, meaningful way to all levels of the business.

  
Skills & Experience Required:
  

• Proven experience managing dialler systems and contact centre technology.
• Strong analytical and forecasting skills with advanced Excel and SQL knowledge.
• Demonstrated success in campaign management and workforce planning.
• Flexible, adaptable, and proactive in a fast-moving environment.

  
If you’re a results-focused leader with a passion for data and technology  - and you’re looking to make an impact within a growing organisation, then we’d love to hear from you.
  
This role is being exclusively managed by Dan Bryant at CCP. To express your interest or request further information, please email dan@ccprecruitment.com