Resource Planning Manager (Contact Centre)

Artis Recruitment; Bristol; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading recruitment consultancy in the UK is seeking a Resource Planning Manager to lead a high-performing operational team. This role focuses on optimising resource utilisation, accurate forecasting and scheduling, and providing critical management information. The ideal candidate is a confident communicator with expertise in contact centre resource planning. This position offers personal development opportunities in a supportive environment.

Benefits

Personal development opportunities

Recognition for impact

Qualifications

• Solid understanding of contact centre resource planning and forecasting.
• Ability to build strong, collaborative relationships with stakeholders.
• Experience in analysing operational performance to drive efficiencies.

Responsibilities

• Lead short and long-term capacity planning for inbound and outbound activity.
• Develop and deliver accurate management information for decision-making.
• Provide workforce management solutions to maximise staffing effectiveness.

Skills

Communication

Problem-solving

Contact centre resource planning

Job description

Overview

Artis Customer Contact is delighted to once again be partnering with this award-winning national organisation. Following their continued growth and success, we are seeking a Resource Planning Manager to lead and inspire a high-performing operational resource planning team.

This is a key role at the heart of the business, responsible for optimising resource utilisation, delivering accurate forecasting and scheduling and providing critical management information to drive operational excellence.

Responsibilities

• Build strong, collaborative relationships with senior stakeholders and clients to understand and deliver against resource requirements.
• Lead short and long-term capacity planning and workforce management for inbound and outbound activity, ensuring KPI and SLA targets are consistently achieved.
• Analyse operational performance to identify efficiencies, drive productivity, and implement improvement initiatives.
• Develop and deliver clear, accurate, and timely management information to support effective decision-making.
• Share expertise on WFM technology, equipping leaders and managers with the knowledge to optimise shift patterns and service delivery.
• Provide workforce management solutions that maximise capacity planning and staffing effectiveness.

What we\'re looking for

• A confident communicator who can build strong, positive relationships at all levels.
• A proactive problem-solver who spots trends, generates fresh ideas, and thrives under tight deadlines.
• A professional with solid understanding of contact centre resource planning, forecasting.

This is a fantastic opportunity for someone with the vision and expertise to influence and elevate business performance. In return, you\'ll benefit from personal development, recognition for your impact, and the chance to thrive in a supportive and dynamic environment.

For further details, please get in touch directly - ideally with a CV to start the conversation.

Artis Customer Contact is a premier specialist resourcing consultancy, dedicated to connecting exceptional Contact Centre, Customer Service, and Customer Experience professionals with leading organisations.

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