Head of Resource Planning (Contact Centre)

North East England
£70k - £75k + Bonus & Benefits Package

Rare and highly rewarding role available for an experienced Resource Planning leader to join an exciting Planning function in a Head of Resource planning role. You'll lead, motivate and coach a team of Senior Analysts in a mixed role to assist the business in delivering strategic objectives and best-in-class contact centre resource planning. 

If the above sounds like you read on! If you are not, then check out our other jobs – we are also looking for people in other WFM & Resource Planning positions!


Job Summary

Our client’s WFM team has recently grown and with that growth comes the need for a new Head of Resource Planning which is where you come in. The business continues to lead the way as an industry leader in their respected field and there is a huge opportunity for someone joining the business to further your career and have a real impact on their success.


Your role

As the Head of Resource Planningyou'll work with senior managers across the business who will in turn look to you and your team when it comes to forecasting, scheduling, and the delivery of great customer service. 


About you

You will ideally be a true Resource Planning professional coming through the ranks with a thorough understanding of Contact Centres from the ground up (extra points if you have experience of working with NICE IEX Total View WFM tool) and have been great at it and all that being a Head of Resource Planning involves –if it needs explaining then this is probably not for you.


Some bullet points about you:

  • Strong leadership capabilities in managing Resource Planning in a fast-paced environment

  • Experience in forecasting for a multi-channel customer service function

  • Knowledge of designing and implementing innovative contact centre resource models

  • Proven stakeholder management exposure at all levels, demonstrating influence and communication skills 


How to Apply?

If all of this sounds like you then click on the apply button or if you want to learn more before that then contact us and make it for the attention of John who will answer any questions that you might have!