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- Tasks: Lead resource planning and forecasting for a global contact center.
- Company: Join a leading company in the global market, driving growth and innovation.
- Benefits: Enjoy a dynamic work environment with opportunities for professional development.
- Why this job: Be part of a fast-paced team that values accuracy and collaboration.
- Qualifications: Experience in workforce management and strong analytical skills required.
- Other info: Flexible working hours and a chance to lead a motivated team.
The predicted salary is between 43200 - 72000 £ per year.
We are looking for an experienced Senior Resource Planning Manager to join a leader in their field as the continue to grow their business globally. The individual we seek will be used to working in a highly fast paced Global Contact Centre operation and will look after resource planning (Detailed forecasting modelling, collaborative resource planning & team management).
Key Responsibilities:
- Responsible for building & maintaining accurate call forecasting for all Global markets, and developing the resource plan by market and contact channel.
- Monitoring and updating all KPIs and SLAs are met across all our channels, Phone, Email, Chat & Bot to ensure they reach the target.
- Delivering analysis of contact volume trends to ensure accurate call forecasting.
- Have a good level of understanding for all our European markets and work together with the respective Market Leaders to ensure accurate call forecasting.
- Develop and deploy the right process to optimize the process of call forecasting and tracking.
- Develop the right organization of WFM and assignment.
- Manage the shift schedule process and operate to maximize SLA and staff satisfaction.
- Build real-time operation visualisation to improve the supervising operation efficiency.
- Maintain performance reports to track EU Customer Service team performance.
- Attend and Lead Call forecast update meetings as well as Performance review meetings.
Technical skills and Abilities
- Have experience in managing workforce management.
- Highly numerical, with extensive experience of using Excel or Google Sheets for data collation and analysis
- Proven track record of maintaining high levels of call forecasting in a fast-paced industry.
- Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
- Knowledge of progress monitoring and reporting
- Having an analytical approach to problem solving
- Computer literate in like all Microsoft packages, google apps, BI tool and SQL with the ability to learn new skills
- High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skills
- Outstanding written English and oral communication skills, with the ability to understand to lead responsibility
- Strong leadership qualities that can motivate and guide a team.
- Excellent interpersonal skills , with willingness to co-operate and work effectively as part of a team, including with external suppliers and providers
- Able to solve problems with minimal supervision
- Willingness to be flexible as and when required
- Able to lead by example
Please share your information with matt@cactussearch.co.uk
Senior Resource Planning Manager employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Resource Planning Manager
✨Tip Number 1
Familiarize yourself with the specific KPIs and SLAs relevant to global contact centers. Understanding these metrics will help you demonstrate your ability to monitor and meet performance targets during interviews.
✨Tip Number 2
Highlight your experience with workforce management tools and data analysis software. Be prepared to discuss specific examples of how you've used Excel or Google Sheets for forecasting and resource planning in previous roles.
✨Tip Number 3
Showcase your leadership skills by preparing examples of how you've motivated and guided teams in fast-paced environments. This will be crucial in demonstrating your fit for a managerial role.
✨Tip Number 4
Research the European markets that the company operates in. Having insights into regional differences and trends will not only impress during interviews but also show your commitment to understanding the business landscape.
We think you need these skills to ace Senior Resource Planning Manager
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities and requirements of the Senior Resource Planning Manager position. Tailor your application to highlight your experience in resource planning, forecasting, and team management.
Highlight Relevant Experience: In your CV and cover letter, emphasize your previous experience in workforce management and your ability to work in fast-paced environments. Use specific examples that demonstrate your skills in call forecasting and KPI monitoring.
Showcase Technical Skills: Clearly outline your technical skills, especially your proficiency in Excel or Google Sheets, as well as any experience with BI tools and SQL. Mention any relevant projects where you utilized these skills effectively.
Craft a Strong Cover Letter: Write a compelling cover letter that not only summarizes your qualifications but also conveys your enthusiasm for the role. Discuss how your leadership qualities and analytical approach can contribute to the company's success.
How to prepare for a job interview at Cactus Search
✨Showcase Your Analytical Skills
As a Senior Resource Planning Manager, you'll need to demonstrate your analytical approach to problem-solving. Be prepared to discuss specific examples where you've successfully used data analysis to improve call forecasting or resource planning.
✨Highlight Your Experience with KPIs and SLAs
Make sure to emphasize your experience in monitoring and updating KPIs and SLAs. Discuss how you've ensured targets are met across various channels like Phone, Email, Chat, and Bot, and provide concrete examples of your achievements.
✨Demonstrate Leadership Qualities
Since the role requires strong leadership skills, be ready to share instances where you've motivated and guided a team. Talk about your approach to managing shift schedules and how you maintain staff satisfaction while maximizing SLA.
✨Familiarize Yourself with European Markets
Understanding the nuances of different European markets is crucial for this position. Research these markets beforehand and be prepared to discuss how you would collaborate with Market Leaders to ensure accurate call forecasting.
