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THE COMPANY

Excellent opportunity to join this renowned and market leading organisation in shaping and developing their call centre resource planning strategy and capability across a multi-site network throughout the UK. This is a highly visible, large scale role that will provide the jobholder the ability to make a very visible, tangible and positive impact within our clients call centre operational efficiency.

To be considered for this position candidates will ideally come from, or have experience or working with a large-scale, multi-site operation.

THE ROLE
Key Accountabilities of the role include:

1. To build, develop, coach and lead a high performing multi-functional team to deliver a best in class planning and resourcing function.
2. To lead the design and development of operational planning models to support a multi-site, and multi-skilled operation, to ensure maximum operational / commercial efficiencies are maintained.
3. To engage senior managers of all businesses on planning and resourcing strategies and developments, building effective working relationships, gaining stakeholder buy-in and support to short & long term objectives and resourcing solutions.
4. Understand, develop and utilise resource planning technology, including MI and telephony.
5. Achieve cost savings / reductions against budget as a result of highly efficient resourcing plans.
7. Define service levels to internal customers to ensure service offering is fully delivered. Design and real time management of call centre call flow models, resulting in optimum efficiencies in resource planning.

KNOWLEDGE AND EXPERIENCE

• Experience of planning for multi-sites is essential

• Extensive experience of operating in a large scale planning and resourcing environment, supporting call centre operations

• Experienced in the creation and implementation of market leading planning models

• Sound working knowledge of resourcing planning management and analysis tools

• Exposure to senior management, proven experience of gaining buy-in to strategies and propositions.

• Experienced in large scale process and change management, ideally within a call centre environment

• Proven competence in leading and developing people performance and capability within a planning and resourcing department.

• Proven ability to manage and influence key internal customer relationships at a senior level.

• Appreciates market developments with regard to planning and resourcing to enhance strategies and

• Flexible approach to traveling between sites.

• Experience of call routing and telephony systems and platforms

• Excellent understanding of Management Information

Alongside a competitive salary this position also provides a lucrative bonus scheme, company vehicle and various benefits

PROCESS & TIMEFRAMES

To register your interest in this exciting opportunity please forward and up to date version of your CV to myles@callcentreassociates.co.uk.