Resource Planning Manager/ Workforce Planning Supervisor - Coventry

Package: to £35,000 + car+ bonus+ benefits

Due to continued growth my client is looking for an experienced contact centre Resource Manager to manage and develop a small team of Forecasting, Planning and Telephony Analysts, accurately preparing forecasts and schedules for all inbound activity within a busy environment.

In execution of your duties, you will be responsible for:

? Accurately forecasting all inbound activity taking into account any business/seasonal changes and make appropriate resource plans for expected changes in profile and workloads.

? Using a Workforce Management tool to optimise the times when off phone activity such as training, coaching, briefing etc along with tracking FTE requirements against forecast volumes for all areas and suggest recruitment plans.

? Managing team members through Performance Management, monitoring, coaching and assessment, regularly reviewing skill levels versus role requirements.

? Monitoring & proposing effective shift patterns to match business requirements, optimising performance of all operations whilst maximising agent satisfaction by providing flexible options.

? Managing 1st level Telephony Administration to ensure completion of ad-hoc telephony administration tasks, optimising agent skill sets, support scheduled outage requests & co-ordinate incident reporting.

? Communicating daily with Team Managers analysing previous day?s performance and making recommendations to tactically improve resource utilisation for the short term.

? Delivering effective & accurate reports detailing key performance indicators relating to workforce and shift performance, analysing performance, trends and customer contact behaviours.

To be considered, you will need

? Significant supervisory experience in workforce/resource planning and forecasting experience in a multi-skilled and multi-site Contact Centre.

? Excellent working knowledge of Workforce Management Software (Aspect eWFM 6.3 or equivalent) to effectively forecast resource and analyse for call centre needs.

? Business, data and operational analysis reporting and new business modeling experience.

? Presentation and business report writing skills to highest standard.

? Strong communication skills with the ability to influence staff up to Senior Management level to resolve issues and concerns raised and prioritise activities in a fast-paced and dynamic environment.


Key words: ?Resource Planning?, ?Workforce planning?

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