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Resource Planning Manager - Workforce Planning Manager
Recruiter
Stefan Gilson
Location
in Newcastle , North East
Salary: to £40,000 + bens
Reference: DJSG1052
Resource Planning Manager – Workforce Planning Manager North East, Tyne n Wear, Newcastle, Sunderland Contact Centre. £40,000 base + bens
Blue chip expanding company with multi site contact centre and call centre operations, require an experienced Resource and Workforce Planning Manager, who is able to loead, change and influence, to provide contact centre service support and improvement for a 200 FTE customer service focused call centre. Working with key stakeholders, providing information provision and analysis for Workforce Management and Performance Development for a 7 day a week centre.
The role:
To co-ordinate, coach, lead and motivate the contact centre support teams to ensure the provision of a best in class service which will support the operational running of the contact centre.
To cover the support areas of forecasting, scheduling and adherence to ensure accurate and timely forward planning and resource optimization to enable achievement of volumetric measures and KPI’s. To also
manage support teams for fulfilment, MI, administration and quality assurance to ensure a consistent delivery of quality service to their customers.
Provide support to the Head of Operational Planning to ensure that the Performance Optimisation Strategy is aligned to the direction of the operating plan and ensure maximum commercial efficiencies are maintained.
Ensure that performance optimization functions are defined and developed to achieve consistency, cost savings/reductions against budget and excellent customer experience across all sites: forecasting, resource planning, day to day adherence, quality process management,
call recording, audits, fulfillment and operational MI.
Involvement in operational projects to ensure impact on performance optimization functions is managed effectively and customer experience is maintained.
Locally manage the quality improvement processes, tools, and measurements for ensuring performance optimization are continuously improved, ensuring alignment to customer experience.
Drive the business requirements for IT to deliver the strategy, in particular specify and implement appropriate technology to support the resource planning model, improved fulfillment model and quality monitoring systems.
Lead and develop a high performing team to consistently achieve performance optimization service levels and deliver a best in class service to internal teams.
Liaise locally with site managers to develop consistent performance measures and ensure delivery of all performance metrics
Research and identify new approaches, methodologies or practices for performance optimisation that will strengthen effectiveness and service delivery.
Use intelligence from external arena (e.g. competitor / industry practice, suppliers etc.), & internal feedback to develop best practice.
Measure and evaluate process to ensure continuous improvement.
Provide relevant and timely management information to other functions.
For more information, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com.
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets.
Blue chip expanding company with multi site contact centre and call centre operations, require an experienced Resource and Workforce Planning Manager, who is able to loead, change and influence, to provide contact centre service support and improvement for a 200 FTE customer service focused call centre. Working with key stakeholders, providing information provision and analysis for Workforce Management and Performance Development for a 7 day a week centre.
The role:
To co-ordinate, coach, lead and motivate the contact centre support teams to ensure the provision of a best in class service which will support the operational running of the contact centre.
To cover the support areas of forecasting, scheduling and adherence to ensure accurate and timely forward planning and resource optimization to enable achievement of volumetric measures and KPI’s. To also
manage support teams for fulfilment, MI, administration and quality assurance to ensure a consistent delivery of quality service to their customers.
Provide support to the Head of Operational Planning to ensure that the Performance Optimisation Strategy is aligned to the direction of the operating plan and ensure maximum commercial efficiencies are maintained.
Ensure that performance optimization functions are defined and developed to achieve consistency, cost savings/reductions against budget and excellent customer experience across all sites: forecasting, resource planning, day to day adherence, quality process management,
call recording, audits, fulfillment and operational MI.
Involvement in operational projects to ensure impact on performance optimization functions is managed effectively and customer experience is maintained.
Locally manage the quality improvement processes, tools, and measurements for ensuring performance optimization are continuously improved, ensuring alignment to customer experience.
Drive the business requirements for IT to deliver the strategy, in particular specify and implement appropriate technology to support the resource planning model, improved fulfillment model and quality monitoring systems.
Lead and develop a high performing team to consistently achieve performance optimization service levels and deliver a best in class service to internal teams.
Liaise locally with site managers to develop consistent performance measures and ensure delivery of all performance metrics
Research and identify new approaches, methodologies or practices for performance optimisation that will strengthen effectiveness and service delivery.
Use intelligence from external arena (e.g. competitor / industry practice, suppliers etc.), & internal feedback to develop best practice.
Measure and evaluate process to ensure continuous improvement.
Provide relevant and timely management information to other functions.
For more information, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com.
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets.
Recruiter:Stefan Gilson
Website: http://www.douglas-jackson.com
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Published at 25-03-2008
Viewed: 542 times
Viewed: 542 times
