Job Ref: 215909867

Date: 2022-02-28 08:41:05

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CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

Are you an experienced Resource Planning Manager who is confident working with and implementing Dialler systems?
Would you like to work with a growing company with an inclusive and supportive ethos who champion success?

CCP are delighted to be supporting one of the UK’s Best Workplaces (2020) with their appointment of a Dialler and Resource Planning Manager on a full-time, permanent basis. This is an exciting hybrid opportunity working just two days in their Buckinghamshire based office, which is easily commutable from Hertfordshire, Oxfordshire and surrounding areas. There is parking on site and located a stones throw from a nearby train station.

The successful Dialler and Resource Planning Manager will be accountable for managing multiple campaigns utilising various dialling strategies to ensure maximum agent deployment. You will be responsible for planning, reporting and analysis keeping team members informed of necessary requirements on an ongoing basis, liaising with stakeholders on appropriate and timely information. Using call forecasting, you will assess short, medium and long term requirements to provide necessary headcount across core operational hours.

Responsibilities and Duties:

Optimise revenue through innovative strategies and creation of new campaigns.
Inform strategic decisions through analysis of dialler and contact data.
Manage inbound and outbound campaigns.
Ensure that positive changes remain compliant.
Leadership of Workforce Planning function to provide accurate capacity plans.
Real time management of dialler and outbound data effectiveness.
Technical support.
Ensure all company and departmental procedures, policies and standards are adhered to at all times. 
Skills and Experience:

Track record of dialler and contact centre systems, including the plan and implementation of a Telephony platform.
High level of analytical skills, computer literacy and attention to detail.
Considered and proactive analysis of data from contact systems.
Knowledge of business strategy to inform dialler planning.
Able to effectively train and coach ensuring directional clarity.
Ability to  work to agreed performance targets.
Versatile and adaptable to the changing needs of the rapidly growing business.
Forecasting experience across multiple channels. 
Benefits:

Hybrid working model.
Pension.
25 days annual leave plus bank holidays.
Birthday day off.
Buy and sell holiday allowance.
Discounted gym membership.
Perk box – various discounts from high street retailed.
Numerous social events.
Apply today to be considered for this exciting Dialler and Resource Planning Manager role. This is a fantastic opportunity to join a wonderful organisation built on honesty, inclusivity and passion. For more information, contact Tim Campion on (phone number removed) or email (url removed).

CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course

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