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| Job Location | Essex |
| Education | Not Mentioned |
| Salary | £50,000 - £60,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent, full-time |
Resource Planning Manager (Ref: 2330)Essex£50k-£60k + Bonus & BenefitsPact are delighted to be supporting this instantly recognisable financial services business, that is looking for an experienced Resource Planning Manager to join it’s multisite contact centre operation.The RoleThe Resource Planning Manager will be responsible for shaping and influencing contact strategies and the resource planning structure across operations.You will drive scheduling and real time management of the staff against forecasted demand within business guidelines.Key Responsibilities - Lead and develop the resource planning teams, ensuring agreed service levels and targets are achieved- Support the optimisation of all contact strategies and resource planning technology to help the business achieve key performance metrics and enhance the customer experience through enhanced interactions- Understand forecast demand and supply position to identify potential resource/skills gaps and recommend actions- Work with the business strategic, change and analytical teams to understand the impact of resource planning models and provide support for all contact strategy and resource planning infrastructure projectsAbout You- Previous experience of managing resource planning withing a contact centre, multichannel, multisite environment- Experience of running planning teams in excess of 10 FTE- Extensive experience in strategic design, implementation and support of resource planning & telephony technologies across multiple platforms- Effective influencing skills, able to manage multiple stakeholders at various levels- Ability to demonstrate a robust analytical approach to more complex requirements- Strong working knowledge of WFM technology, telephony and other contact centre tech productsIf you would like to learn more about this opportunity, please forward your CV by applying via the link provided.We look forward to hearing from you! Required skills
Keyskills :
Contact Centre Fecasting Scheduling Service Levels Real Time