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Resource Planning Team Manager Requirement Description: A background of 2 years of managing a Resource Planning Team. An excellent understanding of contact centre dynamics and operations. Previous experience of large-scale exception planning over a rolling 8-month period. Experience of managing people, which plans for a centre of 800 FTE. Prior experience of a workforce management system is essential, specifically- use of eWFM will be beneficial. Challenging the status quo, and making recommendations for change. Deliverables: Delivery of centre service level performance. Achieving staffing efficiency through improved resourcing strategies. Ensuring that resources planning best practises/solutions/initiatives are applied from within the community and also externally from the market place. Responsibilities: Develop and coach the resource planning team and individuals to improve the teams and their capability, performance to meet business objectives. Ensure that all of the disparate components of resource planning operate seamlessly, with each member of the team understanding their contribution and impacts on the other team members. Develop the technical capability of the team and individuals in all aspects resource planning. Implementing industry best practise techniques and processes.Ensuring that all members of the team have an appropriate understanding of Contact Centre dynamics, as a foundation stone to carrying out the following functions: Scheduling and Rostering. Ensuring that a balance exists between business and people requirements in the shifts used by the business. Ensuring that as much flexibility is built into the schedule plan as possible to ensure that periods of workload peak and trough are managed without performance dip, or overstaffing. Ensure that holiday, and other off-line time is planned without impact on the centre's performance. Ensuring that the labour intensive administration is carried out to the optimal degree of accuracy and timeliness.Also,that this function is automated where ever possible, and that unnecessary duplication of databases,and multiple handling of admin updates avoided. Monitoring Live minute by minute, intra-day proactive management of service level performance, through monitoring of call flows and advisor availability through proactive use of technology, available and prioritised skills. This function optimises the contact centre performance each day.

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Published at 13-03-2008
Viewed: 567 times