Resource Planning Lead

We are looking for an exceptional Resource Planning Lead to join our client in the East Midlands. You will support the Planning Manager & help lead resource planning team.

You will be responsible for working within the capacity planning function managing the contact centre resource planning.  This is a blended role where you will split your time between leading the wider team as well as supporting with planning & scheduling activity, demonstrating leading by example.

What you will do…

• Create and maintain planning/ scheduling/optimisation solution for the contact centre
• Produce accurate and fit for purpose schedules ensuring resource is deployed in line with plan to achieve business SLA targets
• Foster collaboration to ensure alignment across the wider tactical planning management and other functions, owning the resource planning function and being the point of contact for all resource planning stakeholders.
• Continually review forecasts and schedules to identify performance improvements and cost efficiency's.
• Coach, develop & support Resource Planning - manage their performance through action plans and growth conversations.
• Suggest process improvement and initiatives across the department, supporting and facilitating implementation where required

What you will bring...

• A strong background in resource planning within a Contact Centre environment
• Provide expert knowledge on WFM tools, including NICE IEX and NICE CX One
• A proactive ability to manage your own workload as well as challenge the status quo, always looking to improve what we do for our people and customers
• Attention to detail with good observation skills and an inquisitive nature; always looking to improve performance as well as anticipate issues
• Strong analytical skills alongside experience working with raw data sets, identifying trends and issues ahead of impact
• An effective communication style at all levels, with the ability to build effective relationships across all departments
• Presentation skills, both written and verbal
• Excellent leadership skills - you’ll be passionate about working as part of a team and driving motivation. Demonstrable experience managing small/medium-sized teams is preferable

Please contact Matt@cactussearch.co.uk