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Resource Planning Manager

Message Direct

Resource Planning Manager

£55000

Message Direct, Ferndown, Dorset

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 3 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: f7d7e530b105439198e01f96c49fdedf

Full Job Description

  • Develop and implement effective resource planning strategies to ensure optimal staffing levels and maximize operational efficiency.

  • Analyse historical call data, forecasts, and business trends to accurately predict future contact volumes and staffing requirements.

  • Collaborate with cross-functional teams to gather and analyse data on call patterns, agent performance, and customer interactions to identify areas for improvement.

  • Create and maintain accurate scheduling models to ensure adequate coverage while balancing service level targets and operational costs.

  • Monitor real-time call volumes, agent adherence, and other key performance indicators to proactively identify and address any deviations from the plan.

  • Provide regular reports and insights to senior management, highlighting key performance metrics, trends, and recommendations for process improvements.

  • Front line management and development for a small specialist team.

  • Model and support contact change/transformation.

  • Work closely with the recruitment team to ensure timely hiring and onboarding of new agents to meet staffing demands.

  • Collaborate with training and quality assurance teams to ensure effective agent training programs and quality monitoring initiatives.

  • Actively follow and promote our Company values and mantras.

  • Adhere to our belonging, equality, diversity, and inclusion policy.

    Minimum of 3 years of experience in contact centre resource planning or workforce management.

  • First line Management experience (a small specialist team)

  • Skilled in transformation/modelling major change.

  • Strong analytical and problem-solving skills, with the ability to interpret complex data and draw actionable insights.

  • Proficiency in using workforce management software and tools.

  • Excellent knowledge of contact centre operations, including call routing, scheduling, and forecasting.

  • Advanced proficiency in Microsoft Excel and other data analysis tools.

  • Exceptional organisational skills and attention to detail.

  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

  • Ability to thrive in a fast-paced and dynamic environment, adapting to changing priorities and business needs.

  • Knowledge of contact centre technologies, such as automatic call distribution (ACD) systems and interactive voice response (IVR) systems, is a plus.


    • Job Types: Full-time, Part-time,
  • resource planning: 3 years (preferred)

    Pay: Up to £55,000.00 per year


    • Expected hours: 24 - 37.5 per week

    Benefits:
  • Company events

  • Company pension