390
Views
2applicants
Senior Resource Planner
Recruiter
Cactus Search
Location
in Various Locations , Various Locations
Salary: Upto £45k + car allowance + bonus
Reference: 1489
Company / Role Overview:
This is a large multi site customer service and sales call centre set up so the candidates needs to have a clear understanding of contact centre operations, and have total clarity on internal and external influences that can impact performance both positively and negatively.
They should be very familiar with all common types of contact centre performance data, planning assumptions and budget control and ultimately, be highly numerate. They must be very comfortable with making significant budgetary recommendations
The role is to ensure that resource is optimally managed across the Customer Services sites, balancing supply and demand across the numerous service areas, ensuring that re-skill and recruitment activity is fully optimized and ensuring that facilities are in place to meet the seating requirements of the areas.
Key Responsibilities:
•Full end to end responsibility for a team of Resource Planners who drive the end-to-end planning process from long-term budgets down to operational intra-day views to drive the scheduling process.
•Own the entire “upfront” process of resource planning from contact volume forecasting, through to the generation and management of paid and operational resource through the tactical 52-week planning process.
•Ensure their team works to drive an optimal balance of cost to serve, grade of service and people / lifestyle balance through the strategic, tactical and operational plans they create.
•Ensure the key interfaces with finance, marketing, operations, training, HR are developed and maintained.
Key Skills / Experience required:
•Successful track record of a career in workforce optimisation in a large scale virtual multisite contact centre organisation.
•Proven track record of the specialised area of Resource Planning to optimise resources getting the right person, in the right place, at the right, for the right customer and at the right cost.
•Excellent management skills and experience leading teams of subject matter experts.
•Knowledge of Professional disciplines, forecasting & workforce management tools
•Budget Accountability
•People Management
For more information, please contact Cactus Search today
Package:
Upto £45k + Upto 30% bonus + £5,400 car allowance
This is a large multi site customer service and sales call centre set up so the candidates needs to have a clear understanding of contact centre operations, and have total clarity on internal and external influences that can impact performance both positively and negatively.
They should be very familiar with all common types of contact centre performance data, planning assumptions and budget control and ultimately, be highly numerate. They must be very comfortable with making significant budgetary recommendations
The role is to ensure that resource is optimally managed across the Customer Services sites, balancing supply and demand across the numerous service areas, ensuring that re-skill and recruitment activity is fully optimized and ensuring that facilities are in place to meet the seating requirements of the areas.
Key Responsibilities:
•Full end to end responsibility for a team of Resource Planners who drive the end-to-end planning process from long-term budgets down to operational intra-day views to drive the scheduling process.
•Own the entire “upfront” process of resource planning from contact volume forecasting, through to the generation and management of paid and operational resource through the tactical 52-week planning process.
•Ensure their team works to drive an optimal balance of cost to serve, grade of service and people / lifestyle balance through the strategic, tactical and operational plans they create.
•Ensure the key interfaces with finance, marketing, operations, training, HR are developed and maintained.
Key Skills / Experience required:
•Successful track record of a career in workforce optimisation in a large scale virtual multisite contact centre organisation.
•Proven track record of the specialised area of Resource Planning to optimise resources getting the right person, in the right place, at the right, for the right customer and at the right cost.
•Excellent management skills and experience leading teams of subject matter experts.
•Knowledge of Professional disciplines, forecasting & workforce management tools
•Budget Accountability
•People Management
For more information, please contact Cactus Search today
Package:
Upto £45k + Upto 30% bonus + £5,400 car allowance
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 09-10-2008
Viewed: 390 times
Viewed: 390 times
