Description
Resource Planning Manager/Workforce Planning Manager
Liverpool
6 month contract
£400 - £500 per day.
Gibbs S3 are recruiting for an experienced Resource Planning Manager/Workforce Planning 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 to maximise service level performance, resource utilisation through effective work force management and agent scheduling.
Experience with financial services is desirable however not essential.
Duties
*Key accountability and ownership of the resource plan for the specified area to deliver productivity and service standards.
*Drive analysis using relevant data to identify trends in performance against key operational metrics.
*At an overall level understand and effectively manage key drivers of performance in our operations.
*Ensure delivery resource schedules/resource requirements to required SLA.s
*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 short -to- medium term planning cycle (intraday and 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. (500+ FTE)
*Experience of managing an outbound function
*Previous experience with a Resource Planning position
*Knowledge of Workforce Management Systems
*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