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Resource and Capacity Planning Manager
Lanarkshire, Glasgow
£40,000 - £50,000 + Company Car + Company Pension + Company Medical Cover
As a world leading Financial Services Company, our client knows that achieving success is built on some very simple foundations. Listen to your customers, communicate the benefits of your products and be efficient in the way you deliver your service. They are looking to recruit a Resource and Capacity Planning Manager.
The role:
As Resource and Capacity Planning Manager your role will be to forecast, define, plan, monitor and review company solutions resources, aligning the workforce to ensure delivery of the organisations strategic performance targets, whilst also providing a centralised point of contact for all senior managements for team time information in relation to available resources.
The role:
* Manage the process of call volume forecasting enabling the organisation to recruit and resource its centre with the appropriate number of staff.
* Provide company Solutions with strategic resource model detailing staffing requirements and incorporating key performance assumptions as agreed by the senior management team.
* Deploying the recruited resource in an optimal manner to ensure most efficient, effective delivery of service
* Manage the operational modelling of workloads within the Unit, ensuing an accurate staffing, resource and capacity plan is always available.
* As a member of the company's senior management team, contribute to driving cultural change and excellent in service.
* In conjunction with HR and within budget controls, develop advanced recruitment plans ensuring adequate budgeting and financial forecasting is in place to deliver service.
* Lead, manage and develop the Resource and Capacity Planning team, monitor workloads within the team to ensure integral service levels are continually met.
* Manage and control deployment of resource and productivity within operating budget. Monitor and track operational performance and review processes.
* Co-ordinate training delivery, prioritise needs of the business and ensure equity of training delivery across all skillsets with minimal business impact.
* Work with internal and external Resource Managers to ensure best practice from the Contact Centre industry is in place in company solutions.
* Provide integral input to service development project teams for direct and corporate partners, advising on resource requirements and deployment which would best meet the anticipated demand
* Work with Senior Managers and Directors to ensure any potential developments of changes being considered will be adequately resourced
* To co-ordinate & manage a programme for regular & appropriate communication with direct team & wider company solutions teams maximising the value of available communication vehicles
Skills, knowledge and behaviour:
* Education
- Educated to degree level with advanced numerical skills
* Knowledge/Skills
- Extensive knowledge of workforce management systems
- Proven communication and presentation skills
- Sound analytical skills
- Experience in providing and working to complex plans
* Experience
- Experience of integrating ACD systems, preferably Aspect
- Experience of working within a target driven environment
- Experience of leading and delivering operational change projects
- Experience of people and resource management within a Contact Centre environment
Additional Keywords:
Resource Manager, Capacity Planning Manager, Planning Manager, Resource Management, Resource Analysis, Resource Analyst
To apply for this role, please simply send your CV and a covering letter via the button shown. If your skills and experience meet with our client's requirements, they will be given full exposure to your details. Applicant details submitted will only be used in conjunction with this vacancy.
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