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Head of Resource Planning

  • Location

    Birmingham

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £60,000 - £65,000

  • Consultant:

    #

  • Email:

    ncoptitch@merje.com

  • Job ref:

    NC/16645

  • Published:

    6 months ago

My client is looking for a Resource Planning Manager to be responsible for developing, implementing and refining the workforce planning process for all staff across all 3 sites and campaigns.

Responsibilities

  • requirement to oversee all planning, forecasting and scheduling activities within the Business whilst implementing resource optimisation processes and methodologies.
  • Source, spec and support the implementation a new enterprise WFM solution capable of optimising the workforce and delivering client’s requirements.
  • Help the design and creation of MI to aid the Operation with their intra-day challenges as well as ensuring both Clients and internal stakeholders get the visibility they require.
  • Bring all things planning into one department and build out the processes and policies required to make it a success.
  • Management & coaching of the team goes without saying and working closely with all other departments, stakeholders and processes is of paramount importance to ensure the function drives the desired results.

 Skills & Experience

  • Understand contact centre performance metrics and how these impact planning and forecasting
  • Excellent problem solving skills, attention to detail
  • Extensive workforce planning/resource planning experience, ideally from a Customer Service/contact centre environment
  • Good coaching and Team Management Experience
  • Extensive experience of using WFM tools
  • Advanced excel analytical and modelling skills