| Advertiser: | Hays Contact Centres |
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| Job Title: | Resource Planning Manager | ||
| Job Description: |
My client is one of the UK's leading telecommunications providers and operates a 600 seat contact centre in Wiltshire handling pre-sales enquiries, sales, post-sale customer service and ongoing customer relationship management via telephone, email and other written correspondence. An opportunity has arisen for an experienced Resource Planning professional to join the business and take responsibility for optimising resources through effective scheduling, planning and deployment to meet customer demand within agreed service levels.
Key duties will include Advance Planning – looking at business and seasonal changes to effectively plan and manage shrinkage and overtime; Performance Optimisation – pro-actively managing and redeploying resources across the day to meet business needs; and Stakeholder Engagement – developing close working relationships with key managers across the business to gain buy-in and support for planning activity. You will also be responsible for leading the resource planning team so will carry out a range of people management tasks including coaching and developing the team to maximise performance. Applicants for this role will need a strong track record in leading Workforce Planning and Resource Management teams and be skilled at using WFM software (preferably Blue Pumpkin). You should also have extensive stakeholder management experience, and be adept at communicating and influencing at a senior level. |
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| Skills Required: | workforce management, resource planning, scheduling, forecasting | For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise. | |
| Location: | Trowbridge | ||
| Job Type: | Permanent | ||
| Rate: | £30K to £35K Per Year Benefits: benefits | ||
| Start Date: | Duration: | ||
| Contact: | Brad Parker | Contact E-mail: | brad.74161.480@hayscontactcentres.aplitrak.com |
| Contact Tel: | 020 7763 2008 | Contact Fax: | 0208 525 3547 |
| Reference: | 7891977 | Added: | 14-08-2008 |
