Head of Resource Planning

3 weeks ago


Glasgow, United Kingdom Cactus Search Full time

We are looking for a **Head of Resource Planning** to manage a WFM team of Planning Managers, Senior Planners and Resource Planning Analysts. This role will support and develop the team to deliver strategic business objectives and operationalbest practice in a large contact centre resource planning function.
Working with the Senior Management Team, you will be responsible for forecasting, planning and scheduling to enable the delivery of a great customer service on behalf of our clients.

**Responsibilities**:

- Leadership and management of WFM colleagues to delivery optimism WFM and headcount solutions across the business
- Manage and oversee the workforce process management, governance and performance
- Working collaboratively with the Operational Teams, you will ensure all Service Level KPI’s and other key operational targets are achieved across the business.
- Deliver and maintain the business WFM insights and support domain strategic objectives
- Accountable for the direction and development of the planning function
- Drive internal focus on increasing capability to develop and maintain an innovative, digitally capable, and operationally disciplined workforce

**Experience**:

- Proven experience in managing Resource Planning in a dynamic contact centre environment
- Proven experience in developing teams
- Previous experience of forecasting/ scheduling/ real time for a multi-channel customer service function
- Proven experience of designing and implementing innovative contact centre resource models
- Advanced use of MS Office suite packages - particularly Microsoft excel
- Experience in working with Workforce Management Systems
- Multi-Country experience would be a benefit
Please contact


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