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Resource & Capacity Planning Manager

Published on 17 August 2022

Resource & Capacity Planning Manager

Newcastle upon Tyne, Hybrid

About the role
We’re looking to recruit an experienced Resource and Capacity Planning Manager to a join fast paced contact centre operation in Newcastle.

In this role, you will report to and work closely with the Director of Operations to ensure their customers receive a best-in-class experience.

Salary £45,000 plus benefits.

Responsibilities:

  • Lead and develop a team of analysts to create a high-performing culture that focuses on service delivery.
  • Be the main point of contact for performance challenges across the contact centre, providing advice and support to senior stakeholders.
  • Use data to help drive continual improvement in forecasting and demand planning.
  • Monitor and analyse contact centre performance against KPIs.

About you:

  • Previous experience leading contact centre resource planning teams
  • Significant experience in operations and forecasting, capacity planning, scheduling and real-time management.
  • Experience leading, managing and driving the performance of others.
  • Ability to work under pressure, manage your time effectively and work on your own initiative.
  • Excellent analytical, decision making and problem-solving skills.
  • Excellent communication skills at all levels.

Apply now

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