Resource Planning Manager Job in Sheffield, Yorkshire UK
Are you an experienced Resource Planning Manager who can manage and motivate a team of scheduling and forecasting analysts within a structured Resource Planning function?
Main Accountabilities
- Deliver meaningful, cost effective forecasts and schedules
- Responsibility for the shift pattern strategy and delivery
- The alignment of resource levels against call and workload requirements
- Manage and track all operational areas to agreed headcount, whilst supporting the development of the recruitment, training and attrition plans
- Management of shrinkage plans to ensure all resource is utilised to the maximum and inbound availability kept to a minimum
- Management of the Contact Centre workload across all channels ensuring achievement of business KPI's are met
- Design, develop and maintain forecasting, capacity and budget models and processes which meet Customer Service business strategies
Skills Experience
- 5 years Contact Centre Planning experience
- 5 years’ Workforce Management experience
- Current experience in a senior contact centre forecasting role
- Capacity Planning experience
- Experienced in developing a Contact Centre budget and workforce model
- Experienced in the implementation of new shift patterns and process improvements of current shift patterns