Senior Resource Planning Manager
This is a great opportunity for someone who has experience of managing the performance of the Resource Planning department of a high volume multi-site contact centre. The role will be responsible for managing the Planning managers for multiple sites & resource models deliver to their target service levels and remain on budget across the customer service operation.
About the Role:
The position will have direct responsibility for managing 3 separate sites managing Resource Planning Managers.
Overseeing the - effective staffing capacity plans and schedules to support the customer service levels on short, medium and long term plans.
Ensure the accurate delivery of the forecasting and resource models, continually adapting these in line with trends/customer changes/forecasts.
Pro actively build and maintain key relationships across the business
Promote continuous improvement to improve the SLA’s, reduce costs and support programmes to add value.
Support the senior management team with performance reviews throughout the years, tracking these against budgets and cost.
Required Skills and Experience:
Previous experience managing Resource Planning Managers Essential.
In-depth knowledge of RPM experience of contact centre productivity tools such as CRM, WFM - Aspect, Avaya, VOIP and advisor desktop.
Experience and knowledge of working with contact centre forecasting and planning models with proven experience of successfully creating accurate resource plans and schedules.
Experience of managing the resource planning/ Real time/ forecasting function in a multi-site, blended contact centre environment.
Excellent communication skills with strong influencing skills and experience of working with the senior management teams.
We endeavor to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
Cactus Search is a niche UK specialist Call and Contact Centre recruitment business covering all Management disciplines including Sales, Telesales, Collections, Customer Service, Forecasting and Planning, Workforce Management, Process Improvement, Contact Centre Change, Project Management and Business Development. If you are seeking a career move and would like confidential discussions around industry opportunities do get in touch with one of our specialist team.