Job Ref: 213025316

Date: 2021-01-15 12:15:52

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Role: Resource Planning and Telephony Manager – 12 month fixed term contract

Location: Milton Keynes (home based during COVID then 1/2 days per week in MK office)

Hours: 35 hours per week

Salary: £45,000-£55,000 DOE

This is an exciting opportunity for an experienced Resource Planning and Telephony Manager to lead my clients Resource Planning team through a project. Based at their contact centre in Milton Keynes 1/2 days per week (post COVID) the role offers a 12 month fixed term contract.

The business is partnering with a company to deliver a project from start and so Resource Planning and Telephony Management is essential from start across a variety of demanding plans.

The primary areas the Resource Planning and Telephony Manager will lead are:

Real Time Analysis
Capacity Planning
WFM

The role is a key interface with the Operational Leadership teams and will be responsible for driving and supporting the creation of Optimised Resource Plans that are aligned to the achievement of all Operational metrics and KPI's. Managing a core function sitting within the Resource planning Hub and is key to the delivery of Operational costs and Customer Service standards.

⦁ To oversee the day to day planning activities – forecasting, schedule planning and activity management – to ensure the right level of staff are present to handle the contact workload

⦁ Provide insight and plans to senior management to enable informed strategic decision making

⦁ To lead, develop, coach and motivate a small team

⦁ To create and deliver operational MI reporting and dashboards, mainly using the CRM and contact management platforms

⦁ Design and oversee the delivery of enterprise reporting provided by the central BI team

⦁ Preparing annual plans and budget for a contact centre and involvement in commercial decision making

⦁ Support the design and configuration of the contact management platform

⦁ Monitor HR KPIs like absence, annual leave and turnover to inform management activity

⦁ Complete regular reviews for direct reports, including bi-monthly 121's and annual appraisals

⦁ To proactively seek out opportunities to improve the planning processes and information reporting

⦁ Proactively manage the performance of direct reports, in line with company policies and procedures

⦁ As part of the management team, seek ways to enhance employee engagement and help create a great working environment

If you are interested in discussing the Resource Planning and Telphony Manager role further please submit your CV through the link

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