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Workforce Planning Manager

Page Personnel Secretarial & Business Support
Job LocationSheffield
EducationNot Mentioned
Salary£40,000 - £45,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Page Personnel are pleased to be working on the appointment of a Workforce Planning Manager for a leading organisation based in SheffieldClient DetailsOur client are a market leading organisation who are going through an exciting period of growth and transition. They are now looking to appoint a new Workforce Planning ManagerDescriptionKey Responsibilities Include;

  • Overall responsibility for contact centre workforce planning, ensuring resource is best managed to help the business achieve customer based KPIs
  • Plan resource levels in line with expected forecast and within budget
  • Forecast workforce levels and rostering againt budget
  • Manage workforce calibration sessions and update workforce plans where required
  • Support the contact centre with process improvement plans to ensure standards are met
  • Highlight team, individual and contact centre trends, developments or issues to senior stakeholders
  • Support with achieving targets around speed, efficiency & quality
  • Look at long term workforce planning to help the organisation develop its own talent
    • This roles works very closely with the operations team who support customers with a wide range of complex enquiries, complaints, sales and quality assuranceProfileThe Successful Candidate;
  • Experience in a similar Workforce Planning / Resource Planning Manager role
  • Experience of Workforce Planning within a contact centre environment
  • Ability to interpret and collate MI form multiple systems and processors
  • Understanding of wider contact centre operations
  • Excellent knowledge of MI analysis
  • Experience of working with CRM systems
  • Hands on experience of roster design and development
  • Working knowledge of regulatory issues such as GDPR
    • Job OfferThis is an exciting and newly created opportunity for an experience Workforce Planning Manager to join a leading Contact Centre based in Sheffield City Centre.The organisation is located within a 5 minute work from the bus and train stationThe role offers a salary of up to £45,000 dependent on experience , along with a wide range of company benefits and incentives Required skills
  • Workforce Planning Manager

    • Keyskills :
    Wkfce Planning Manager

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