- Posted 13 December 2022
- Salary £45,000
- LocationNorth Tyneside
- DisciplineContact Centre
- Contact NameMatt Lazenby
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.
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.
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