Hybrid Multi-Channel Resource Planning Lead

Utility Warehouse; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading utilities provider in Greater London is looking for a Resource Planning Manager to oversee the planning of multi-channel contact center resources. You will lead a team in delivering forecasting, capacity planning, and performance analysis. The role requires excellent communication skills and experience in resource planning methodologies. Benefits include an industry benchmarked salary, hybrid work arrangements, and a commitment to employee development.

Benefits

Industry benchmarked salary

Share Options

Matched pension contributions

Discounted private health insurance

Flexible working arrangements

Qualifications

• Experience in call centre/contact centre resource planning.
• Ability to create advanced forecasting models using Excel or Google Spreadsheets.
• Must have exceptional communication and presentation skills.

Responsibilities

• Lead a team to deliver accurate forecasting and capacity plans.
• Prepare presentations for senior stakeholders.
• Oversee the creation and optimization of agent schedules.

Skills

Call centre resource planning

Forecasting and resource planning

Leading and coaching teams

Communication skills

Advanced Excel

WFM methodologies

Analytical skills

Tools

Excel

Google Spreadsheets

Genesys

Job description

A leading utilities provider in Greater London is looking for a Resource Planning Manager to oversee the planning of multi-channel contact center resources. You will lead a team in delivering forecasting, capacity planning, and performance analysis. The role requires excellent communication skills and experience in resource planning methodologies. Benefits include an industry benchmarked salary, hybrid work arrangements, and a commitment to employee development.