Call Centre Resource Planning Manager
Kind Consultancy is working with an alternative Financial Services business which is currently seeking a Call Centre Resource Planning Manager to join their Customer Contact team in a permanent, full-time role paying up to £55,000 with a hybrid work model requiring 2 in-office days per week in the organisation’s Birmingham office.
The Resource Planning Manager will develop the Resource Planning capability across the Call Centre and embed the approach to ensure seamless delivery of excellent customer experience, with key responsibilities including:
- Overseeing the daily telephony and processing operations, ensuring efficient workflow which meets customer needs
- Tracking, analysing and reporting key performance data and develop plans to continually improve performance and deliver outstanding customer experience
- Presenting and agreeing daily and weekly plans with leadership and team and monitor and report staff adherence
- Planning and managing real time resourcing demands and clearly engaging and communicating business needs as required to ensure we have the right people, in the right place at the right time
- Analysing demand data to accurately forecast volumes and build appropriate capability modelling to be able to respond to seasonal peaks
- Supporting delivery of a variety of projects across the Call Centre to support improved efficiency of the team, including but not limited to telephony, automation and continuous improvement
- Monitoring staff availability and shrinkage, in order to support the team’s development needs and capability requirements
- Maintaining the teams’ holiday records and approval of absence based on demand, with referral if needed.
- Monitoring teams’ attendance and time keeping supporting the management of team standards
- Forming business cases to prioritise investment into the Contact Centre which will deliver increased efficiency and improved customer experience
Our ideal candidate for the Resource Planning Manager position:
- Must be experienced in Call Centre Operations with a proven track record in optimising daily operations, workforce management, and customer satisfaction
- Has a proven background in data management and data led decisioning
- Has experience of building resource modelling from scratch and with building business cases which focus on customer outcomes and efficiency
- Demonstrates excellent communication skills in written, verbal and presentations.
- Has a history of strong relationship building with peers, management, senior management and executives
- Displays strong collaboration skills, with proven experience of project delivery
- Is experienced in developing capability across busy contact centres and of managing resources in a hybrid environment
- Is passionate about building customer and team culture
If you’re interested in the Call Centre Resource Planning Manager position and you have the skills, knowledge and experience we’re looking for, please apply with an updated CV today.