Head of Resource Planning

MERJE Ltd ,
Birmingham, West Midlands
More Details
Job Type: Full-time
Salary: £60,000 per annum

Overview

My client is looking for a Resource Planning Manager to be responsible for developing, implementing and refining the workforce planning process for all staff across all 3 sites and campaigns. Responsibilities requirement to oversee all planning, forecasting and scheduling activities within the Business whilst implementing resource optimisation processes and methodologies. Source, spec and support the implementation a new enterprise WFM solution capable of optimising the workforce and delivering client’s requirements. Help the design and creation of MI to aid the Operation with their intra-day challenges as well as ensuring both Clients and internal stakeholders get the visibility they require. Bring all things planning into one department and build out the processes and policies required to make it a success. Management & coaching of the team goes without saying and working closely with all other departments, stakeholders and processes is of paramount importance to ensure the function drives the desired results. Skills & Experience Understand contact centre performance metrics and how these impact planning and forecasting Excellent problem solving skills, attention to detail Extensive workforce planning/resource planning experience, ideally from a Customer Service/contact centre environment Good coaching and Team Management Experience Extensive experience of using WFM tools Advanced excel analytical and modelling skills

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