Resource Planning Manager
About Our Client
We are seeking a seasoned Resource Planning Manager to join our dynamic contact centre team. This newly created role is pivotal in enhancing efficiencies, supporting demand, managing performance, and achieving key goals such as first call resolution.The successful candidate will analyse repeat calls and categories, and work on long-term projects including optimising ways of working, opening hours, customer availability, and measuring the performance of outsourced out-of-hours (OOO) services.
This is a 12-month project role with an immediate start, offering hybrid working arrangements based in Greater Manchester.We are partnering with a leading social housing provider committed to delivering exceptional service to our residents. Their mission is to create safe, sustainable, and thriving communities.
You'll work for a business who prides themselves on an innovative approach and dedication to improving the lives of those they serve.
Job Description
Objectives and Goals:
- Improve operational efficiencies within the contact centre.
- Support demand management and performance metrics.
- Enhance first call resolution rates through detailed analysis of repeat calls and categories.
- Implement strategies to optimise ways of working, opening hours, and customer availability.
- Measure and improve the performance of outsourced OOO services.
- Forecast staffing needs based on customer trends, data, and peak periods.
Purpose:
- To integrate this role into the day-to-day operations, ensuring seamless support and continuous improvement.
The Successful Applicant
Skills and Background We Want- Proven experience as a Resource Planner / Real Time Expert in a contact centre environment.
- Strong analytical skills with the ability to work comfortably with high-quality data.
- Excellent internal engagement skills to understand root causes and drive improvements.
- Ability to work autonomously and manage multiple projects simultaneously.
- Capable of working effectively without a Workforce Management (WFM) system.
As this role is a 12 month fixed term contract so we are looking for a candidate to be immediately available for their next role.
What's on Offer- Competitive base salary of £50,000.
- Hybrid working arrangements based in Greater Manchester (2 days office)
- Opportunity to work in a quality role with significant autonomy.
Potential for further project opportunities upon successful completion of the initial 12-month term.
If you are a proactive and experienced Resource Planning Manager looking for a challenging and rewarding role, we would love to hear from you.