Resource Planning Manager ( Contact Centre)

  • Permanent
  • Bristol,
  • Posted 24th August 2021
  • £57,000 - £62,000 + Excellent Benefits & Bonus
  • Ref: RPM5847PB

Artis Customer Contact is excited to be working with this established organisation again and due to their continued growth, I have been asked to recruit a Resource Planning Manager to lead their high performing operational resource planning team. This is a fantastic opportunity to drive future workforce strategy and take the department to a new level of operational excellence through expertise and inspirational leadership.

Reporting to the Head of Operations, you will oversee the customer contact centre forecasts within a multi-site and multi-skilled operation, leading on the understanding and utilisation of the workforce management platform.

You will proactively build and maintain engaging relationships with stakeholders across the business, successfully translating business strategy into clear, tangible deliverables optimising the planning function and customer and colleague experience.

Leading your team in producing robust, reliable forecast models for both front and back office, the accuracy of these models are pivotal in resourcing the business to achieve our customer, colleague and business objectives.

You will be responsible for…

  • Leading the ongoing review of accurate staffing against plan, identifying and delivering efficiencies, meeting established demand and achieving KPI’s by removing barriers whilst maintaining positive relationship with the rest of the business.
  • Using innovation, you will lead the implementation of resourcing and forecasting initiatives Ensure that all forecasts and resource proposals are deployed with maximum insight, and appropriate actions are taken to minimise risks to target service levels and/or budget.
  • Spotting opportunities and driving improvements in the resource model, and related processes, throughout the planning cycle to improve SLA’s, reduce costs and provide increased flexibility with clear, tangible deliverables.
  • Collaborate with stakeholders and Business Partners to ensure the accurate delivery of forecasting and resource models, adapting to changes in contact arrival patterns, contact channel shifts and changes to marketing forecasts.

You will need…

  • Extensive experience in a Resource Planning Manager role within a multi-skilled, multi-channel environment.
  • Experience in leading, engaging, developing and motivating a resource planning team to deliver outstanding results.
  • Strong technical background in using MS packages and WFM technology.
  • Stakeholder management experience with the ability to collaborate with, negotiate and influence others.
  • Strong analytical and insight skills.
  • To have good understanding of Contact Centre resource, forecasting and planning techniques and dialler technologies.

For full information regarding this role, please contact me directly, initially with a CV ahead of a conversation.

Artis Recruitment provide specialist recruitment services within HR, Finance, IT, Procurement, Marketing, Customer Contact and Executive Search.

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