We’re looking to recruit an experienced Resource and Capacity Planning Manager to a join fast- paced contact centre operation in Newcastle.

In this role, you will report to and work closely with the Director of Operations to ensure their customers receive a best-in-class experience.

The Resource and Capacity Manager will enjoy the flexibility of hybrid-working and receive a competitive benefits package including salary of £45,000, 25 days holiday, the option to buy additional holidays, and your birthday off every year.

Responsibilities:

• Lead and develop a team of analysts to create a high-performing culture that focuses on service delivery.

• Be the main point of contact for performance challenges across the contact centre, providing advice and support to senior stakeholders.

• Use data to help drive continual improvement in forecasting and demand planning.

• Monitor and analyse contact centre performance against KPIs.

About you:

• Previous experience leading contact centre resource planning teams

• Significant experience in operations and forecasting, capacity planning, scheduling and real-time management.

• Experience leading, managing and driving the performance of others.

• Ability to work under pressure, manage your time effectively and work on your own initiative.

• Excellent analytical, decision making and problem-solving skills.

• Excellent communication skills at all levels.

If you’re interested in this Resource and Capacity Planning Manager role, click apply now and a member of our team will be in touch