Resource Planning Manager

Design, build, and own contact centre planning and performance, using data to optimise resources, processes, and operational effectiveness in a fast-growth environment.

Client Details

Are you ready to build something from the ground up? We’re looking for a data‑driven, curious, and highly capable individual to create and own the planning and performance framework for a fast‑growing contact centre operation. This isn’t a maintenance role – it’s a chance to design the entire planning function from scratch in a business that has grown 30% year on year and is about to accelerate even further. If you’re ambitious, technically strong, and want a role where your work genuinely shapes how a large, high‑energy sales and customer operation performs, this could be the opportunity you’ve been waiting for.

Description

• Build short, medium, and long‑term capacity plans based on telephony, sales, and demand data.
• Design efficient shift patterns, break structures, and offline time to keep performance optimised.
• Own shrinkage and holiday processes to ensure consistency across teams.
• Create automated performance dashboards (Excel / Power BI / Tableau) to give SLT the right insights, at the right time.
• Use data from multiple channels—phone, email, SMS, WhatsApp—to uncover trends, spot inefficiencies, and make recommendations.
• Work with call transcripts and speech analytics to drive quality and productivity improvements.
• Design scalable processes for planning, scheduling, and adherence that can grow with the business.
• Partner closely with Marketing, Sales, and Finance to understand demand patterns and ensure resource forecasts align to business goals.
• Equip managers with data that helps them make better daily decisions—without getting pulled into real‑time firefighting.

Profile

Job Offer

If you want a role where you’ll be in the centre of activity—shaping the future of a major contact centre operation and building a function you can be proud of—you’d love to hear from you.

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