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:
* 5+ years in workforce management, resource planning, or multi-channel contact centre operations, with team leadership experience.
* Proven forecasting and capacity planning expertise.
* Experience managing and developing a team of planners.
* Proficiency with WFM tools like Calabrio, NICE, Verint, Genesys, or similar platforms.
* Strong analytical, problem-solving, and communication skills.
* Ability to thrive in a rapidly changing, technology-driven environment.
* Knowledge of AI-assisted contact centre technologies is a plus.
Why This Role Rocks:
* Lead a high-performing team in a tech-forward, multi-channel contact centre.
* Competitive salary and benefits.
* Career growth and development opportunities.
* Collaborative, innovative, and agile workplace culture.
Artis Recruitment provide specialist recruitment services within HR, Finance, IT, Procurement, Marketing, Customer Contact and Executive Search. By applying to this position, you acknowledge that you have read and accept our Privacy Policy: (url removed)