Resource Planning Manager
Salary: 30,000.00 - 37,000.00 with benefits and bonus package. |
Date: 14-12-2009
Location: Liverpool |
Job Ref: RPM/LV
Job role.
Resource Planning Manager.
To line manage and maximise the performance of Planning Analysts & Planning Support Coordinators within the Resource Planning Team – Reporting to the Head of Resource Planning
To lead, motivate and develop, on a team and an individual basis. Creating and maintaining a high performance environment.
Responsibility to ensure delivery of industry-leading Planning process & service to Direct Channels Contact Centres and the Retail Network, striving to consistently exceed customer expectations.
Proactively managing/supporting the day-to-day operation of the Resource Planning Team, driving out inefficiency, maximising productivity, managing change and planning/scheduling workload
Development of a strong partnership with key stakeholders to facilitate a shared understanding of business objectives and resource requirements to deliver best in class customer experience.
Essential
Very strong knowledge of service level dynamics and impact of staff movement on key performance measures in the contact centre.
Very strong knowledge of contact centre forecasting and capacity planning
Strong performance Management / Performance Development
Very strong relationship management and negotiation skills
Very strong communication and interpersonal skills
Excellent knowledge of Workforce management software - Ideally Total View.
Experience of use contact centre workforce management tools
Very strong Computer skills including detailed knowledge of MS Excel for modelling and analytics
More details on application.
Contact: Paul Buckland
Email: paul@careerpathuk.com
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