Job Description
Artis Recruitment are seeking an experienced Customer Contact Resource Planning Manager to lead a team in a cutting-edge, multi-channel contact centre. You will own forecasting, scheduling, and workforce optimisation, while coaching and developing a high-performing resource planning team. This is a fast-moving, tech-driven environment, your ability to lead, adapt quickly, and make data-driven decisions is critical.
What You’ll Do:
* Lead and develop a team of resource planners to deliver accurate forecasts and efficient schedules.
* Own short- and long-term forecasting across all contact channels (voice, chat, email, social media, AI-assisted).
* Ensure service level targets are consistently met through effective resource allocation.
* Monitor real-time performance metrics, taking corrective action when needed.
* Collaborate with operations, training, and workforce teams to optimise workload and staffing.
* Analyse historical data and trends to improve forecasting accuracy and scheduling efficiency.
* Implement and leverage advanced WFM tools and AI-driven platforms.
* Operate agilely in a fast-paced, changing environment, adjusting strategies as business needs evolve.
What We’re Looking For:
1. 5+ years in workforce management, resource planning, or multi-channel contact centre operations, with team...