We are seeking a dedicated Resource Planning Manager to effectively manage the resource planning operations in our Manchester-based Contact Centre within the retail industry. The successful candidate will be responsible for developing and implementing strategic plans to optimise resource utilisation.
Client Details
Our client is a well-established firm in the retail sector, with a strong presence in Greater Manchester. The company employs over 2000 individuals overall with 3 contact centres - this role will start off managing a small portion of the operation and has growth potential to implement successes across the wider business.
Description
This is a full spectrum stand alone role to: Design, implement and manage Contact Centre planning. We are looking for a talented Contact Centre Resource Planner / Analyst who is ready for the next step.
As the Resource Planning Manager you will find yourself involved in:
1. Designing and executing effective plans for staffing, Daily, Weekly, Monthly, Quarterly and Annually.
2. Report and collect data on customer trends, peaks and demands.
3. Report and share valuable insight into performance vs targets.
4. Work closely with the management teams to regularly review controls and measures
5. Continually review and adjust resource plans to meet changing needs.
6. Develop forecasting models to anticipate future resource needs.