Description
Resource Planning/Contact Centre Manager
Central Manchester
Competitive day rate
3 months +
Gibbs S3 are recruiting for an experienced Resource Planning/Contact Centre Manager to join a successful insurance organisation.
The Resource Planning Manager will be responsible for the effective management of supply and demand activities to ensure best use of resources across a large contact centre. The focus will be on managing and controlling customer facing activity.
Experience with financial services is desirable however not essential.
Duties
*Deliver robust management for any activity or programs that impact workload and resource usage.
*Proactive skill changes & priority management across inbound & outbound calls, processing and claims management.
*Ensure that all areas achieve service levels on a weekly, daily, & interval level.
*To manage the medium term planning cycle (3 month window) & all resource deployment to ensure that demand patterns are accurately assessed/predicted & that resource is optimally aligned to ensure the delivery of service targets.
*Responsible for developing the framework that matches internal staff availability to and that resource is available in the required numbers
Experience required
*A proven track record in managing teams in high volume contact centre environments with a focus on resource planning. (800 FTE)
*Experience of managing an outbound function
*Experience within Insurance sector
*Previous experience with a Resource Planning position
*Knowledge of Workforce Management Systems with eWFM desirable
*Experience of managing direct reports.
*Extensive experience in designing & running large scale flexible working programs (scheduling & time-off management)
*Excellent communication and presentation skills
*Experience of managing intraday teams is desirable
If you are interested and would like to discuss further then please submit your most recent CV in application or call .
Thanks