Looking to take your Planning & Leadership skills to the next level? We're working with a global business that takes absolute pleasure in providing inclusive workplaces for their staff as well as giving them all the tools they need to be successful. The Resource Planning Manager will play a key role within a busy Customer Contact multi-langue centre developing a team of Planning specialists across Scheduling, Forecasting, and Capacity 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 Resource Planning Manager 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 Resource Planning Manager, you'll be tech-savvy demonstrating a keen interest in developing, progressing, and growing your team in a complex environment. In order to deliver the best possible service to their customers, you will lead a team of 5 which include Schedulers, Forecasters, and Real-Time Analysts ensuring the overall centre is as efficient as possible.
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 Verint Impact 360 WFM tool) and have been great at it and all that being a Resource Planning Manager involves –if it needs explaining then this is probably not for you.
Some bullet points about you:
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Strong leadership capabilities in managing Resource Planning in a fast-paced environment
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Experience in Voice, None-Voice, Chat, SMS and Web Contacts
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Knowledge of designing and implementing innovative contact centre resource models
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Proven stakeholder management exposure at all levels, demonstrating influence and communication skills
Working Options
Travel twice a month to the office in Cambridgeshire which could change in the future but no more than a few extra days. Hybrid working well for the Planning & MI team with no immediate plans to change this in the future.
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!