Resource Planning Manager

We are seeking a dedicated Resource Planning Manager to effectively manage the resource planning operations in our Manchester-based Contact Centre within the retail industry. The successful candidate will be responsible for developing and implementing strategic plans to optimise resource utilisation.

Client Details

Our client is a well-established firm in the retail sector, with a strong presence in Greater Manchester. The company employs over 2000 individuals overall with 3 contact centres - this role will start off managing a small portion of the operation and has growth potential to implement successes across the wider business.

Description

This is a full spectrum stand alone role to: Design, implement and manage Contact Centre planning. We are looking for a talented Contact Centre Resource Planner / Analyst who is ready for the next step.

As the Resource Planning Manager you will find yourself involved in:

• Designing and executing effective plans for staffing, Daily, Weekly, Monthly, Quarterly and Annually.
• Report and collect data on customer trends, peaks and demands.
• Report and share valuable insight into performance vs targets.
• Work closely with the management teams to regularly review controls and measures
• Continually review and adjust resource plans to meet changing needs.
• Develop forecasting models to anticipate future resource needs.
• Collaborate with other departments to ensure resource alignment.
• Conduct regular performance evaluations and provide constructive feedback.
• Create and present detailed reports on resource utilisation.
• Develop and maintain relationships with external suppliers and agencies.
• Ensure compliance with company policies and industry regulations.

Profile

A successful Resource Planning Manager should have:

• Experience working as a planning manager, team lead or stand alone in a multi-channel contact centre environment
• Excellent technical abilities and comfortable working with high volume complex data sets
• Excellent numerical and analytical abilities.
• The ability to develop and implement strategic plans.
• Exceptional communication and presentation skills.
• Proficiency in relevant software and applications.

Job Offer

• A competitive salary in the range of £40,000 - £44,000 per year.
• Great benefits including healthcare, bonus, budget for advancements and other benefits as expected at this level.
• Opportunity to work in a supportive and professional environment.
• Progression to develop this role into a Head of Department level over time.
• Chance to develop and lead a dynamic team in Manchester.
• Comprehensive training and development opportunities.

If you believe you have the necessary skills and experience to succeed in this role, we encourage you to apply. This is an excellent opportunity to progress your career within the retail industry.