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Job Description
Longreach Recruitment are hiring a Resource Planning & MI Manager for our clients’ multi-channel contact centre operation.
The position would suite a Resource Planning professional with great capability of the ‘end to end’ planning process within both WFM / Systems and manual excel modelling capabilities.
You will refine and own the demand and forecast modelling process and manage and mentor a small team of Planning & MI Analysts to ensure delivery of optimal schedules, real time performance management and MI production and development in both an inbound and outbound operational environment.
The position is offered with hybrid working, you’ll be required to work onsite on Tuesdays & Thursdays
The contact centre is in the South West within easy commutable distance from:
Bristol, Bath, Gloucester, Cheltenham, Swindon, Oxford, Reading / M4 Corridor, South Wales
Remuneration is £55’000 ~ £60’000 + Benefits Package (40-hour week)
Key Role Purpose & Responsibilities of the Resource Planning & MI Manager include.
You will help grow and refine the resource planning and MI / Reporting process providing support, expertise, and analytics to both inbound, outbound, email and web functions of the contact centre.
- Build short to long-term demand and forecast models across channels.
- Determine workload demand & allocate resource against forecast.
- Provide key input and insight into the operational budgeting process.
- Balance staffing levels against budget and focus on exceeding ASA and service level targets.
- Actively manage and influence schedule adherence & optimise use of resource.
- Energetically lead the team, sharing best practice and focussing on continual development
- Assist in the further development of planning and scheduling processes and methodologies.
- Proactively develop the capability and efficiency of the WFM platform
- Enhance the operational effectiveness & accuracy of MI and Performance Dashboards
- Drive optimal use of visualisation tools for reporting ‘story-telling”.
- Improve automation of standard reports and assist in ad-hoc reporting prioritisation.
Interested applicants will have management experience within a contact centre Resource Planning function with demonstrated capability across the ‘planning cycle’. You will be systems (WFM) savvy and be a natural and effective communicator able to lead, motivate and develop your team to deliver against, and, beyond expectations. You’ll be comfortable with MI / Reporting outputs and tools and drive the Analytical and Reporting agenda amongst senior stakeholders.
Key Skills & Experience Will Include
- Experience with WFM tools, and also Excel based planning processes and methodology
- Experience of budgeting, forecasting modelling and real-time performance management in a multi-channel operation.
- Solid familiarity with leading or guiding MI / Reporting / BI functions
- Excellent capabilities in creation of excel based demand / forecast models (erlang theory desirable)
- Strong delivery focus - able to work in a fast-paced change embracing setting.
- Exemplary communication, presentation and decision making abilities.
Please register your interest in the Resource Planning & MI Manager position by applying as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Optimisation, Data Analytics, and Customer Communication Technologies.
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