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Resourcing & Planning Manager

3 months ago

Ferndown, Dorset, United Kingdom Message Direct Full time £55,000
*Working Information:
  • Generous salary of up to £55,000 pro rata
  • Full or part time
  • Office based in Ferndown
  • Reporting to Operations Director
Due to expansion, Message Direct are excited to be recruiting for a Resource Planning Manager. The responsibility of the Resource Planning Manager is to optimise the efficiency and productivity of our contact centre operations.

Analyse call data to forecast, develop and implement resource planning strategies to ensure staffing levels maximise operational efficiency, whilst focussing on business trends to predict future call volumes.

Identify areas for improvement by monitoring customer interactions, agent performance, collaborate with cross functional teams training development quality and assurance, recruitment, and human resources.

Provide regular reports to Senior Management highlighting key performance insights.

*Responsibilities for the Contact Centre Resource Planning Manager:
  • Develop and implement effective resource planning strategies to ensure optimal staffing levels and maximize operational efficiency.
  • Analyse historical call data, forecasts, and business trends to accurately predict future contact volumes and staffing requirements.
  • Collaborate with cross-functional teams to gather and analyse data on call patterns, agent performance, and customer interactions to identify areas for improvement.
  • Create and maintain accurate scheduling models to ensure adequate coverage while balancing service level targets and operational costs.
  • Monitor real-time call volumes, agent adherence, and other key performance indicators to proactively identify and address any deviations from the plan.
  • Provide regular reports and insights to senior management, highlighting key performance metrics, trends, and recommendations for process improvements.
  • Front line management and development for a small specialist team.
  • Model and support contact change/transformation.
  • Work closely with the recruitment team to ensure timely hiring and onboarding of new agents to meet staffing demands.
  • Collaborate with training and quality assurance teams to ensure effective agent training programs and quality monitoring initiatives.
  • Actively follow and promote our Company values and mantras.
  • Adhere to our belonging, equality, diversity, and inclusion policy.
*Requirements for the role of Resource Planning Manager:
  • Minimum of 3 years of experience in contact centre resource planning or workforce management.
  • First line Management experience (a small specialist team)
  • Skilled in transformation/modelling major change.
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and draw actionable insights.
  • Proficiency in using workforce management software and tools.
  • Excellent knowledge of contact centre operations, including call routing, scheduling, and forecasting.
  • Advanced proficiency in Microsoft Excel and other data analysis tools.
  • Exceptional organisational skills and attention to detail.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
  • Ability to thrive in a fast-paced and dynamic environment, adapting to changing priorities and business needs.
  • Knowledge of contact centre technologies, such as automatic call distribution (ACD) systems and interactive voice response (IVR) systems, is a plus.

Job Types:
Full-time, Part-time

Pay:
Up to £55,000.00 per year
Expected hours: 24 – 37.5 per week

Benefits:

  • Company events
  • Company pension

Experience:
* resource planning: 3 years (preferred)

Work Location:
In person