Head of Resource Planning - Remote
- Recruiter
- Cactus Search
- Location
-
Telford
West Midlands RegionUnited Kingdom
- Salary
- 75000.00 - 75000.00 GBP Annual
- Posted
- 21 Sep 2022
- Closes
- 30 Sep 2022
- Job Title
- Director
- Category
- Professional Services
- Contract Type
- Permanent
- Hours
- Full Time
We are looking for a Head of Resource Planning to manage a WFM team of Senior Planners and Resource Schedulers. This varied role will support and develop the team to deliver strategic business objectives and operational best practice in contact centre resource planning.Working with the Senior Management Team, you will be responsible for forecasting, planning and scheduling to enable the delivery of a great customer service on behalf of our clients.Responsibilities:
- Leadership and management of WFM colleagues to delivery optimism WFM and headcount solutions across the business
- Manage and oversee the workforce process management, governance and performance
- Working collaboratively with the Operational Teams, you will ensure all Service Level KPI's and other key operational targets are achieved across the business.
- Deliver and maintain WFM insights and support domain strategic objectives
- Accountable for the direction and development of the planning function
- Drive internal focus on increasing capability to develop and maintain an innovative, digitally capable, and operationally disciplined workforce
- Proven experience in managing Resource Planning in a dynamic BPOcontact centre environment
- Proven experience in developing people and teams
- Previous experience of forecasting for a multi–channel customer service function
- Proven experience of designing and implementing innovative contact centre resource models
- Advanced use of MS Office suite packages – particularly Microsoft excel
- Experience in working with Workforce Management Systems
- Multi–Country experience would be a benefit