Resource Planning Manager

Michael Page (UK); Manchester; Hybrid; GBP 50,000; Full time

Job summary

An innovative social housing provider is seeking a proactive Resource Planning Manager to join their dynamic contact centre team. This newly created role offers significant autonomy and the chance to make a real impact by enhancing operational efficiencies and supporting demand management. You will analyze data to improve performance metrics and first call resolution rates while implementing strategies for optimal customer availability. With hybrid working arrangements based in Greater Manchester, this 12-month fixed-term contract presents an exciting opportunity for those ready to take on a challenging and rewarding role. If you have a passion for improving service quality and operational performance, we want to hear from you!

Benefits

Competitive Salary

Flexibility

Autonomy in Role

Qualifications

• Proven experience as a Resource Planner in a contact centre environment.
• Strong analytical skills with high-quality data.

Responsibilities

• Improve operational efficiencies within the contact centre.
• Support demand management and enhance first call resolution rates.

Skills

Resource Planning

Analytical Skills

Internal Engagement

Project Management

Job description

• High Autonomy and Impact
• Competitive Salary and Flexibility

About Our Client

We are seeking a seasoned Resource Planning Manager to join our dynamic contact centre team. This newly created role is pivotal in enhancing efficiencies, supporting demand, managing performance, and achieving key goals such as first call resolution.

The successful candidate will analyse repeat calls and categories, and work on long-term projects including optimising ways of working, opening hours, customer availability, and measuring the performance of outsourced out-of-hours (OOO) services. This is a 12-month project role with an immediate start, offering hybrid working arrangements based in Greater Manchester.

We are partnering with a leading social housing provider committed to delivering exceptional service to our residents. Their mission is to create safe, sustainable, and thriving communities.

You'll work for a business that prides itself on an innovative approach and dedication to improving the lives of those they serve.

Job Description

Objectives and Goals:

• Improve operational efficiencies within the contact centre.
• Support demand management and performance metrics.
• Enhance first call resolution rates through detailed analysis of repeat calls and categories.
• Implement strategies to optimise ways of working, opening hours, and customer availability.
• Measure and improve the performance of outsourced OOO services.
• Forecast staffing needs based on customer trends, data, and peak periods.

Purpose:

• To integrate this role into the day-to-day operations, ensuring seamless support and continuous improvement.

The Successful Applicant

Skills and Background We Want:

• Proven experience as a Resource Planner / Real Time Expert in a contact centre environment.
• Strong analytical skills with the ability to work comfortably with high-quality data.
• Excellent internal engagement skills to understand root causes and drive improvements.
• Ability to work autonomously and manage multiple projects simultaneously.
• Capable of working effectively without a Workforce Management (WFM) system.

As this role is a 12-month fixed term contract, we are looking for a candidate to be immediately available for their next role.

What's on Offer

• Competitive base salary of £50,000.
• Hybrid working arrangements based in Greater Manchester (2 days office).
• Opportunity to work in a quality role with significant autonomy.

Potential for further project opportunities upon successful completion of the initial 12-month term.

If you are a proactive and experienced Resource Planning Manager looking for a challenging and rewarding role, we would love to hear from you.