Resource Planning And MI Manager Job Details
Vacancy has expired
Job Ref:
109178363
Industry: Customer Services
Region/County: Unspecified
Salary: £25000 - £30000/annum
Post Date: 15/02/2012
Job Description: Our prestigious Client is currently looking to recruit a Resource Planning and MI Manager. The overall responsibility of this role will be multichannel and international Contact Centre Forecasting, Real-time, MI and Telephony. For this role we are looking for a highly motivated individual who is passionate about resource planning and providing exceptional customer service to our team. Responsibilities and accountability's Lead, motivate and develop a high performing team and team leader able to offer a highly consultative.pro-active service offering to all departments and functions with regards to resource planning and service level adherence. Responsible for management of Contact Centre MI and Telephony resources to drive operational performance. Lead and develop the team responsible for the timely, accurate and effective delivery of long, medium and intra-day resource planning support for the contact centre. Manage relationships with internal key stakeholders. Define telephony strategy. Manage external telephony vendors. Responsible for outgoing retention dialling strategy. Delivery of agreed service levels across the centre, with an accuracy target of call forecasting to within 5% of prediction over each month. Produce annual operational resource model in line with forecasting demand and business needs, identifying efficiencies and optimum operational designs. Deliver accurate operational plans which will drive profitability, efficiency and effective deployment of resources and spend within agreed budget thresholds. Ensure the operation has the resource planning tools, training, and knowledge they require to undertake their roles. Maintain an up to date awareness of current and future market and technology developments in the resource planning, telephony and contact centre area and drive changes that will deliver continuous improvement across the business. Continually seek ways to improve resource wastage through challenge and innovation. Demonstrate effective stakeholder management with the other teams within the contact centre. Develop and manage a quarterly scheduling review to ensure recruitment is optimised. Manage the Planning team to ensure that all work flows are monitored, advising stakeholders of potential work flow problems and ensuring appropriate action is taken. Deputise for the Head of Centre where required. Skills and Experience The ideal candidate will have experience / be able to demonstrate the following Excellent knowledge of WFM systems. Advanced Excel Knowledge. Strong telephony experience Experience of managing Specialists and Team Leaders Broad awareness of forecasting methodologies. The ability to communicate to a wide range of stakeholders Be able to build relationships collaboratively. Experience of submitting budgets. If you think you have what it takes to do the above role and would like to apply please send your CV along with a covering letter to (url removed) quoting reference LJ/07022012. Due to the volume of applicants only successful candidates will be contacted. Office Angels are an equal opportunities employer
Industry: Customer Services
Region/County: Unspecified
Salary: £25000 - £30000/annum
Post Date: 15/02/2012
Job Description: Our prestigious Client is currently looking to recruit a Resource Planning and MI Manager. The overall responsibility of this role will be multichannel and international Contact Centre Forecasting, Real-time, MI and Telephony. For this role we are looking for a highly motivated individual who is passionate about resource planning and providing exceptional customer service to our team. Responsibilities and accountability's Lead, motivate and develop a high performing team and team leader able to offer a highly consultative.pro-active service offering to all departments and functions with regards to resource planning and service level adherence. Responsible for management of Contact Centre MI and Telephony resources to drive operational performance. Lead and develop the team responsible for the timely, accurate and effective delivery of long, medium and intra-day resource planning support for the contact centre. Manage relationships with internal key stakeholders. Define telephony strategy. Manage external telephony vendors. Responsible for outgoing retention dialling strategy. Delivery of agreed service levels across the centre, with an accuracy target of call forecasting to within 5% of prediction over each month. Produce annual operational resource model in line with forecasting demand and business needs, identifying efficiencies and optimum operational designs. Deliver accurate operational plans which will drive profitability, efficiency and effective deployment of resources and spend within agreed budget thresholds. Ensure the operation has the resource planning tools, training, and knowledge they require to undertake their roles. Maintain an up to date awareness of current and future market and technology developments in the resource planning, telephony and contact centre area and drive changes that will deliver continuous improvement across the business. Continually seek ways to improve resource wastage through challenge and innovation. Demonstrate effective stakeholder management with the other teams within the contact centre. Develop and manage a quarterly scheduling review to ensure recruitment is optimised. Manage the Planning team to ensure that all work flows are monitored, advising stakeholders of potential work flow problems and ensuring appropriate action is taken. Deputise for the Head of Centre where required. Skills and Experience The ideal candidate will have experience / be able to demonstrate the following Excellent knowledge of WFM systems. Advanced Excel Knowledge. Strong telephony experience Experience of managing Specialists and Team Leaders Broad awareness of forecasting methodologies. The ability to communicate to a wide range of stakeholders Be able to build relationships collaboratively. Experience of submitting budgets. If you think you have what it takes to do the above role and would like to apply please send your CV along with a covering letter to (url removed) quoting reference LJ/07022012. Due to the volume of applicants only successful candidates will be contacted. Office Angels are an equal opportunities employer
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