Resource Planning Manager

3 weeks ago


Glasgow, United Kingdom Cactus Search Full time

We are looking for an exceptionally talented **Resource Planning Manager (Contact Centre)** professional to join a fast paced multi-site business.
The individual we seek will be used to working in a highly fast paced Contact Centre operation and will look after resource planning, call forecasting, Schedulling & Real-Time management.
**Key Responsibilities**:

- Responsible for maintaining accurate call forecasting, scheduling & real time demand management, and developing the resource plan by market and contact channels.
- Delivering analysis of large contact volume trends to ensure accurate call forecasting.
- Develop and deploy the right process to optimise the process of call forecasting and tracking.
- Develop the right organisation of WFM and assignment.
- Manage the shift schedule process and operate to maximise SLA and staff satisfaction.
- Build real-time operation visualisation to improve the supervising operation efficiency.
- Maintain performance reports to track Customer Service team performance.
- Attend and Lead Call forecast update meetings as well as Performance review meetings.

**Technical skills and Abilities**:

- Have experience in managing workforce management teams.
- Proven track record of maintaining high levels of call forecasting in a fast-paced industry.
- Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
- Knowledge of progress monitoring and reporting
- Having an analytical approach to problem solving
- Experienced with Microsoft packages, google apps, BI tool and SQL with the ability to learn new skills
- High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skills
Please contact



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