Senior Resource Planning Manager

Cactus Search; Greater London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Resource Planning Manager to join their dynamic team in a fast-paced Global Contact Centre operation. This role involves overseeing resource planning, ensuring accurate call forecasting, and collaborating with market leaders to optimize processes. The ideal candidate will possess strong analytical skills, leadership qualities, and a proven track record in workforce management. With a focus on delivering results and enhancing team performance, this opportunity offers a chance to make a significant impact in a growing organization. If you thrive in a challenging environment and are ready to lead by example, this position is perfect for you.

Qualifications

• Experience in managing workforce management in a fast-paced environment.
• Highly numerical with strong Excel or Google Sheets skills for data analysis.

Responsibilities

• Build and maintain accurate call forecasting for global markets.
• Monitor KPIs and SLAs across all channels to meet targets.

Skills

Workforce Management

Data Analysis

Excel

Google Sheets

Problem Solving

Leadership

Communication Skills

Tools

Microsoft Office

Google Apps

BI Tools

SQL

Job description

This range is provided by Cactus Search. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Resourcing Manager - Customer Contact - Management, Planning, Transformation, Digital & Director Level at Cactus Search - Permanent, Interim

We are looking for an experienced Senior Resource Planning Manager to join a leader in their field as they continue to grow their business globally. The individual we seek will be used to working in a highly fast-paced Global Contact Centre operation and will look after resource planning (Detailed forecasting modelling, collaborative resource planning & team management).

Key Responsibilities:

1. Responsible for building & maintaining accurate call forecasting for all Global markets, and developing the resource plan by market and contact channel.
2. Monitoring and updating all KPIs and SLAs are met across all our channels, Phone, Email, Chat & Bot to ensure they reach the target.
3. Delivering analysis of contact volume trends to ensure accurate call forecasting.
4. Have a good level of understanding for all our European markets and work together with the respective Market Leaders to ensure accurate call forecasting.
5. Develop and deploy the right process to optimize the process of call forecasting and tracking.
6. Develop the right organization of WFM and assignment.
7. Manage the shift schedule process and operate to maximize SLA and staff satisfaction.
8. Build real-time operation visualisation to improve the supervising operation efficiency.
9. Maintain performance reports to track EU Customer Service team performance.
10. Attend and Lead Call forecast update meetings as well as Performance review meetings.

Technical skills and Abilities:

1. Have experience in managing workforce management.
2. Highly numerical, with extensive experience of using Excel or Google Sheets for data collation and analysis.
3. Proven track record of maintaining high levels of call forecasting in a fast-paced industry.
4. Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail.
5. Knowledge of progress monitoring and reporting.
6. Having an analytical approach to problem solving.
7. Computer literate in all Microsoft packages, Google apps, BI tool and SQL with the ability to learn new skills.
8. High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skills.
9. Outstanding written English and oral communication skills, with the ability to lead responsibility.
10. Strong leadership qualities that can motivate and guide a team.
11. Excellent interpersonal skills, with willingness to co-operate and work effectively as part of a team, including with external suppliers and providers.
12. Able to solve problems with minimal supervision.
13. Willingness to be flexible as and when required.
14. Able to lead by example.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Strategy/Planning
• Industries: Staffing and Recruiting