Resource Planning Manager

Resource Planning Manager – Contact Centre

Rotherham based offices

£35,000 Basic + Great benefits

CLT Recruitment are working closely in partnership with an amazing company located in the heart of Rotherham, our client operates in the Coaching/travel industry who din ue to future aspirations seek an experienced Resource Planning Manger to join their team.

As a Resource Planning Manager, you will play a crucial role in optimizing our contact centre's performance by effectively managing and forecasting resources. Your primary responsibility will be to ensure the right number of staff with the right skills are available to meet service level agreements (SLAs) across various channels. You will collaborate closely with operational teams, HR, and workforce management to develop and implement resource and capacity plans that align with business objectives.

As a Resource Planning Manager you’re responsible for:

• Develop and implement resource and capacity planning strategies to meet service level targets
• Forecast and analyse contact volumes, AHT (average handle time), and shrinkage to determine staffing requirements
• Maintain accurate workforce management data and systems, ensuring real-time updates
• Collaborate with recruitment and training teams to ensure adequate staffing levels and skill development
• Monitor and analyse performance metrics, providing insights and recommendations for continuous improvement
• Conduct regular analysis of historical data, identifying trends and patterns to optimize resource allocation
• Build strong relationships with internal stakeholders, promoting effective communication and collaboration
• Stay updated on industry trends and best practices in resource and planning management

The ideal candidate will possess the following skills/experience:

• Previous experience in resource planning management within a multi-channel contact centre environment
• Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions
• Proficiency in workforce management tools and systems
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams
• Proven track record of meeting or exceeding service level targets
• Ability to work under pressure and adapt to changing priorities
• Knowledge of contact centre operations, including inbound/outbound calls, emails, chat, and social media channels
• Experience in forecasting, scheduling, and real-time management
• Advanced proficiency in Microsoft Excel and other relevant software applications

Interested in the Resource Planning Manager role? If so, apply now or send your CV to Craig@cltrecruitment.com