Resource Planning Manager - Call Centre/Contact Centre

Resource Planning/Contact Centre Operation/Call Centre Operations/Claims Management

My client a financial services company based in Preston are looking for a Resource Planning Manager to join their contact centre operation team on a contract basis. As Resource Planning Manager you will be responsible for delivering accurate and consistent resource plans and forecasting reports. You will work with all areas of business to help achieve operational excellence and first rate customer service. Resource plans will be produced on interval, daily, weekly and annual basis responding to changing patterns and demands from the business and forecasted claims volumes. As Resource Planning Manager you will be in charge of a small team of analysts reporting on forecasting and resource plans and analysis of performance across the contact centre environment.

RESPONSIBILITIES

- Manage a small team to deliver accurate and consistent interval, daily, weekly, monthly and annual resourcing plans
- Manage a small team to deliver accurate and consistent interval level, daily, weekly, monthly and annual claims forecasts through partner liaison and underwriting projections for internal claims
- Assists in the design of effective claims workflow and ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction
- Support the IS/IT infrastructure development team to create a robust and streamlined operating claims handling operating systems
- Manage a small events and incentive team to deliver operational performance KPI's
- Coordinate the annual Learning and Development and Recruitment plan
- Deliver daily agent adherence resourcing plans to maximise operational performance and efficiency

EXPERIENCE REQUIRED

- Extensive resource planning management including recruitment, staffing, scheduling, shift pattern analysis, rota management, forecasting management
- Extensive work experience in a statistical design and implementation role
- Extensive senior management experience in resourcing
- Demonstrated ability to coordinate recruitment, training and incentive programs
- Demonstrated ability to create extensive resourcing models

For immediate consideration please forward your CV to Tom Elliott or call directly.

Resource Planning/Contact Centre Operation/Call Centre Operations/Claims Management