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Head of Resource Planning - Contact Centre

Published on 24 May 2022

Head of Resource Planning - Contact Centre

Lancashire - Hybrid Working

About the role

We’re looking to recruit a passionate and innovative Head of Resource Planning to join a well-established and successful operation in Lancashire.

In this role you will be fully responsible for end-to-end planning across in-house and outsourced customer service contact centre operations.

There is a fantastic salary and benefits package package including 25 days annual leave + bank holidays, holiday purchase scheme, life assurance, enhanced pension options and staff discounts.
As well as hybrid working model!

•    Leading and developing your team to create a high performing culture that focuses on service delivery.
•    Leading the operational planning processes across customer services, ensuring you maximise outcomes and deliver high colleague engagement.
•    Leading the build and delivery of operational MI and insight, providing reports to drive performance.
•    Provide expert advice to other senior leaders regarding resource issues.
•    Using data to identify customer contact behaviour trends and help drive continuous improvements to existing processes and systems.

About you:
•    Previous senior leadership experience of multi-channel contact centre resource planning function.
•    Significant experience in operations and forecasting, capacity planning, scheduling and real time management.
•    Experience of leading, managing and driving the performance of others.
•    Significant stakeholder management experience with proven ability to engage and influence others to deliver the best outcomes.
•    Experience managing change in a fast-paced and agile environment.
•    Ability to interpret and use complex data.
•    Excellent communication skills at all levels.

For further information or a confidential chat about the role contact Matt Lazenby

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Author: Leanne McNamee

Categories: Jobs, Planning & Resourcing Jobs


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