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Resourcing Planning Director

  • Location

    London

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    c. £100,000

  • Consultant:

    #

  • Email:

    njohns@merje.com

  • Job ref:

    NJ/16731

  • Published:

    4 months ago

My client is looking for a Resource Planning Director to manage the planning and implementation of effective agent scheduling for multiple locations to ensure contractual service level and budget goals are achieved.

Responsibilities:

  • Manage all performance aspects of a team of workforce analysts.
  • Manages the analysis and forecasting of call volume, AHT, and other inputs on a daily and weekly basis to maximize productivity of the contact centre agent groups.
  • Plan and communicate short-range staffing requirements within the location and/or with other centres to meet contractual obligations and achieve budget expectations.
  • Directs, plans and leads all customer service strategies/objectives, revenue growth and profitability.
  • Works closely with leadership to support existing business and new business acquisition.
  • Responsible for developing and executing critical business strategies designed to improve production and efficiency.
  • Responsible for operation budget. This includes overall profitability of portfolio, revenue enhancement, revenue retention and customer satisfaction as measured by financial scorecard and independent customer satisfaction survey.

Skills:

  • Bachelor's Degree or equivalent experience required.  
  • Experience in financial services industry.
  • Experience in developing and planning strategies.  
  • Exceptional interaction and negotiation skills required.