Job Description
Location: Flexible hybrid working – occasional travel to our Nottingham/Wimbledon office
Job Type: Full-time, Permanent
At Domestic & General, we’re on a mission to deliver exceptional customer experiences. As our new Contact Centre Resource Planning Senior Manager, you’ll play a pivotal role in shaping how we support our customers by leading strategic workforce planning across our contact centre operations.
This is a fantastic opportunity to influence how we forecast, schedule, and optimise resources to meet customer demand while balancing commercial priorities.
Key Responsibilities
* Strategic Workforce Planning: Develop and execute workforce management strategies that align with business goals and customer service objectives. Collaborate with senior leadership to forecast call volumes and service needs, adjusting staffing plans as necessary.
* Forecasting & Analysis:
Analyse historical data and trends to create accurate forecasts and staffing models.
Monitor and report on key performance indicators (KPIs) related to workforce efficiency and effectiveness.
1. Scheduling & Resource Allocation: Lead the creation of staffing schedules to ensure optimal coverage during peak and off-peak hours....