Resource Planning Manager - Sheffield, United Kingdom - Page Personnel Secretarial & Business Support

Page Personnel Secretarial & Business Support

Verified Company

Sheffield, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Resource Planning Manager

Contact based function

- £45,000 - £50,000

Sheffield based

Client Details
Page Group are delighted to be once again working in partnership with a leading national contact centre based business, who are looking to appoint a new Resource Planning Manager to join them at their modern Sheffield based Head office

Description

Overall responsibility for all Contact Centre based planning to ensure all resource is managed to meet workload requirements across numerous teams
Operational planning across teams including enquires, sales, complaints, quality assurance and analysis
Create and own long, mid and short term forecasts for customer demands across multiple channels
Ensure resource levels are in line and support SLA's leading to positive CSAT results
Build recruitment plans based on the back of forecasts to ensure the delivery of Service Level Agreements
Direct management of a small team of Resource Planning Analysts
Manage resource allocation across multiple channels including, voice, back office, live chat and specialist teams
Interpret data from telephony and WFM system to highlight trends in customer demands, reacting and making changes where required to support workload
Responsible for maintenance of WFM system
Own real time management across the operation
Continuously develop and improve current workforce planning methodologies

Profile

Experience in a similar Workforce Planning / Resource Planning Management role
Understanding of Contact Centre channels and systems
Knowledge of multiple WFM systems
Teleopti & Calabrio desirable
Strong analytic approach
Good communication skills

Job Offer
The role of Resource Planning Manager will join a leading national Contact Centre based in Sheffield.

Salary of up to £50,000 dependent on experience

Excellent transport links locally and via the M1