At a Glance
- Tasks: Lead forecasting, scheduling, and performance analytics in a dynamic contact centre.
- Company: Join a forward-thinking company focused on customer experience and operational excellence.
- Benefits: Enjoy competitive salary, flexible working options, and opportunities for professional growth.
- Other info: This role offers a chance to make a real impact on customer satisfaction and operational success.
- Why this job: Be at the heart of decision-making, driving service excellence and transformation initiatives.
- Qualifications: Experience in resource planning and analytics within a customer contact centre is essential.
The predicted salary is between 42000 - 48000 £ per year.
The Resource Planning Manager will bring heaps of hands-on experience owning all aspects of forecasting, scheduling, and performance analytics in a customer contact centre environment and operations department. You will be responsible for ensuring optimal staffing, real-time support, and insights-driven decision-making. This role is critical in supporting service level achievement, cost control, and transformation initiatives.
Responsibilities:
- Forecast contact volumes across channels (calls, emails, chats) using historical and predictive models.
- Create efficient schedules and shift plans that align with forecasted volumes and SLAs.
- Manage real-time adherence, intraday adjustments, and exception handling across the advisor pool.
- Monitor key metrics (AHT, shrinkage, adherence, occupancy) and provide actionable insights.
- Build, maintain and optimise WFM tools and dashboards.
- Own all contact centre metrics such as Answer Rate, AHT, FCR, QA, CSat, as well as being able to build on these to provide valuable insight into customer behaviour and operational performance.
- Provide regular performance reports and data insights to the Head of CX and leadership.
- Collaborate with the Contact Centre Manager to align resource strategy with operational goals.
- Support system implementations and operational changes with strong data models and input.
- Identify capacity and productivity risks and implement proactive plans to mitigate.
Resource Planning Manager in Evesham employer: Karndean Design Flooring
As a Resource Planning Manager at our dynamic customer contact centre, you will thrive in a supportive work culture that prioritises employee growth and development. We offer competitive salaries, comprehensive benefits, and a collaborative environment where your insights directly influence operational success. Join us in a location that fosters innovation and teamwork, making it an ideal place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Planning Manager in Evesham
✨Tip Number 1
Familiarise yourself with the latest forecasting and scheduling tools used in contact centres. Being well-versed in these technologies will not only boost your confidence but also demonstrate your commitment to optimising resource planning.
✨Tip Number 2
Network with professionals in the customer contact centre industry. Attend relevant events or join online forums where you can discuss best practices and trends in resource planning, which could give you an edge during interviews.
✨Tip Number 3
Prepare to discuss specific metrics and KPIs that are crucial for a Resource Planning Manager. Understanding how to analyse and interpret data related to AHT, occupancy, and adherence will show your analytical skills and readiness for the role.
✨Tip Number 4
Research StudySmarter's approach to resource management and customer experience. Tailoring your insights and suggestions based on our company values and goals can make a strong impression during your discussions with us.
We think you need these skills to ace Resource Planning Manager in Evesham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in forecasting, scheduling, and performance analytics. Use specific examples from previous roles that demonstrate your ability to manage staffing and provide insights-driven decision-making.
Craft a Compelling Cover Letter:In your cover letter, explain why you are passionate about resource planning in a customer contact centre environment. Mention how your skills align with the responsibilities listed in the job description, such as managing real-time adherence and monitoring key metrics.
Showcase Analytical Skills:Emphasise your analytical skills in both your CV and cover letter. Provide examples of how you've used data to drive decisions, optimise processes, or improve performance metrics in previous roles.
Proofread Your Application:Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects attention to detail, which is crucial for a Resource Planning Manager role.
How to prepare for a job interview at Karndean Design Flooring
✨Showcase Your Analytical Skills
As a Resource Planning Manager, you'll need to demonstrate your ability to analyse data effectively. Be prepared to discuss specific examples of how you've used forecasting and performance analytics in previous roles to drive decision-making.
✨Understand the Contact Centre Environment
Familiarise yourself with the key metrics mentioned in the job description, such as AHT, FCR, and CSat. Showing that you understand these concepts and their impact on customer experience will impress the interviewers.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-time situations. Think of scenarios where you've had to make quick adjustments to schedules or manage staffing issues, and be ready to explain your thought process.
✨Demonstrate Collaboration Skills
This role requires working closely with various teams. Be ready to share examples of how you've successfully collaborated with others, particularly in aligning resource strategies with operational goals.
