Capacity Manager
My client is a well-known specialist accountancy organisation based in Warrington. An exciting opportunity has arisen for a Capacity Planner to join their team on a permanent basis.
Working with the customer experience contact centre team this will role will involve several resource planning duties such as forecasting, scheduling and real time monitoring of calls, emails and work-queues. You will be responsible for producing reports and provide management information on the entire customer facing operational areas. Using your findings you will be required to investigate causes, highlight trends and suggest improvements to processes and procedures.
We are looking for someone who has proven experience of working within resource planning and call forecasting with a contact centre environment. You must have knowledge of using contact centre technology including ACD, multi-channel platforms and workforce management software. You must have a good understanding of both SQL excel reporting with the ability to present data and information in a variety of formats.
Finally you must have excellent oral, written and numerical skills with the ability to wok to a high level of accuracy.
If you have the relevant skills and experience, please do not hesitate to click ‘apply’ to send me your CV. Alternatively please contact me directly to discuss the role in confidence
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