Resource Planning Manager - Contact Centre

Posted 10 January by Novacroft

About Novacroft

We’re a smart technology and software solution specialist. We work with public and private sector clients, helping them make travel easier and cheaper for passengers, improve operational efficiency and service quality, build customer loyalty and profitable growth and address specific challenges through programmes that reward citizens, customers or employees for getting active, learning and volunteering.

Our 200 seat Contact Centre provides customer support for prestigious clients such as Transport for London and The Royal British Legion.

The Role

As our Resource Planning Manager you will play a pivotal role in maximising our contact centre efficiencies. You will:

  • Ensure that the planning function effectively aligns resource to achieve client service levels through accurate forecasting, scheduling, reporting and real time management.
  • Be responsible for communicating all Contact Centre performance to our clients and Novacroft’s management team.

  • Ensure the planning function compiles accurate forecasting and resource models across multiple operational teams.

  • Provide baseline FTE requirements, taking into account attrition, succession planning and recruitment requirements.

  • Use workforce management tools to optimise resource planning and scheduling processes

About you

We are looking for an experienced Resource Planning Manager who has a thorough understanding and hands-on experience of leading an outsource call centre planning function including forecasting, scheduling and intra-day management.

  • You’ll need to be numerate, have strong problem solving skills and be able to use excel to an advanced level.

  • You’ll need a strong technical knowledge of telephony platforms and workforce management systems - preferably Teleopti however this is not essential.

  • You’ll be used to making stand alone decisions and have the ability to persuade and influence at a strategic level.

  • You will be responsible for leading a small planning team to deliver the highest level of service to all stakeholders within budget.

Our benefits:

  • Competitive salary

  • Childcare vouchers

  • Cycle to work scheme

  • Company pension

  • Private healthcare

  • Access to our bespoke high street retailer discount scheme

  • EAP scheme

  • 23 days holiday, rising a day each year of service up to 28 days

  • Your birthday off

  • A great working environment in spacious modern offices with free parking

  • To be part of a uniquely people-focused business and a supportive, sociable team.

Required skills

  • Attrition
  • Workforce Management

Application question

Do you have experience in resource planning within an outsourced contact centre?

Reference: 37001207

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