| Detailed Description |
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Resource Planning
Manager
To £38K Basic + Benefits
Our Client is a very well known operation with 3 sites in the UK. Working with
the Milton Keynes Contact Centre and reporting into the Resource Planning and
Liaison Manager - you'll be responsible for intra-day and mid-long term
forecasting and the management of a team of up to 4 Analysts. Key
responsibilities include the following:
- The ongoing development of the Workforce Planning processes
- Gathering and analysing a broad range of Data to develop the Staffing and
Resource Planning function
- Management & development of a team of Schedulers delivering resource planning
solutions across all 3 sites
- The production of monthly, weekly and daily variations to the long range
forecasting model with intra-day contact volume forecasts by skills group based
on historical contact patterns, shrinkages and handle times.
- The development of forecasting tools
- General MI reports on forecasting trends
- Work closely Marketing to ensure campaign activity is included within the
forecasts
In terms of who we are looking for, you'll be an experienced Contact Centre
Resource Planner who has worked ideally in a multi site inbound environment.
The role will involve management of a team - while prior experience of
developing and managing Analysts is highly desirable, it's not an absolute
essential. You'll be familiar with using WFM tools to develop forecasts and
have very strong Excel skills. Milton Keynes. |