Resource Planning Manager

Recruiter
Artis Customer Contact
Location
Cardiff (Caerdydd)
Salary
£34500 - £39500 per annum + Competitive Benefits & Bonus
Posted
09 Jun 2017
Expires
26 Jul 2017
Artis Customer Contact is excited to be working with this award winning national organisation again. Due to their continued success I have been asked to recruit a Resource Planning Manager to lead their high performing operational resource planning team. You will be responsible for ensuring the optimal use of resources across the business, providing forecasting, planning, scheduling services, dialer management and management information through the planning team. The day to day role will consist of Build strong relationships and collaborate with the senior stakeholders and clients to understand resource requirements Delivering the short and long term capacity planning and workforce management requirements for inbound and outbound activity. Ensuring with the operational teams all KPI's and SLA's are achieved Analyse actual operational performance in order to optimise operational planning and assist in managing delivery of service by identifying efficiencies and productivity gains. Implementing improvement initiatives following operational analysis. Develop and produce the management information reports required to allow the right level of decision making and to ensure that all clients and operational management teams receive information in timely, accurate and appropriate manner Communicate current and future upgrades of WFM and dialer knowledge to Team Leaders, Service Managers & Operations Managers to assist them in managing shifts patterns & SLA's. Provide workforce management solutions to internal management in order to make recommendations to optimise capacity planning and staffing levels. Essentially you will consider yourself a Excellent communicator with the skills and the ability to build strong and positive relationships Problem solver who can has the ability think fast, spot trends, generate new ideas and to deliver to tight deadlines To have good understanding of Contact Centre resource, forecasting and planning techniques and dialer technologies. You will have the talent to help drive the performance of the business further and in return will receive personal development, recognition and a great working environment For full information regarding this role, please contact me directly, initially with a CV for further information. Artis Customer Contact is a premier specialist resourcing consultancy focused solely on the supply of senior Contact Centre, Customer Service and Customer Experience professionals. This job was originally posted as www.totaljobs.com/job/74407294