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 to (see below) or call
Thanks