Resource Planning Manager (CCP0304)

Resource Planning Manager (CCP0304)

Location: London , South East Salary: From 40,000 to 40,000 per annum Plus Package Date posted: 16/04/2012 09:39 Job type:Permanent Company: Contact Centre Partners Contact: Deren Zaghlul Ref: Totaljobs/CCP0304 Job ID: 53363179

Resource Planning Manager (CCP0304)

London

40,000 + Package

Contact Centre Partners are pleased to be supporting this long established, reputable business that are searching for a Resource Planning Manager to join its fast paced contact centre operation.

The Resource Planning Manager will be responsible for resource planning; monitoring and reporting to support the management team deliver consistently high levels of efficient, cost effective solutions across all services cha nnels in line with agreed service levels and KPIs. You will design and develop resource forecasts and schedules to achieve SLAs and KPIs whilst achieving the balance between excellent service and cost efficiency across all channels. The Resource Planning Manager will identify, analyse and report differences between forecasted and actual performance, suggesting corrective action moving forward and ways to improve. You will maintain the workforce management tool to manage the administration of attendance, sickness etc within agreed times-scales; building accurate forecast and schedules to ensure performance optimisation.

The successful individual for the Resource Planning Manager position will have past experience in a similar role within a contact centre environment. You will have excellent understanding of how processes, performance and systems impact customers and the overall experience. You will have previous experience of forecasting in a large, multi-site environme nt and will have the ability to work under pressure whilst exceeding day to day operational demands. Excellent verbal and written communication skills are needed, with also the ability to explain complex situations in a clear, logical manner. You will have advanced Microsoft Office Skills and also have past experiences in working with an industry standard workforce management tool. You will have strong organisation, prioritisation, time management and multitasking abilities, whilst also being able to gain buy in from key stakeholders across the business.

If you would like to register your interest in this opportunity please forward your CV on to Deren at planning@contactcentrepartners.com.

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