Impactful Resource Planning Manager — Real-Time Forecasting

Stepchange; Leeds; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A charitable organization in the UK is seeking a Resource Planning Manager to optimize workforce usage and improve service delivery. You'll manage real-time performance and collaborate with operational teams to ensure resources are allocated effectively. Ideal candidates will have experience in workforce planning, especially in a multi-channel contact centre, and familiarity with workforce management tools like Genesys. This is an opportunity to lead a team while making a meaningful impact on service quality.

Qualifications

• Experience in workforce planning within a multi-channel contact centre environment.
• Ability to communicate complex information clearly to various stakeholders.
• Hands-on approach to problem-solving.

Responsibilities

• Oversee workforce planning activity across the contact centre.
• Manage real-time performance and lead short-term planning.
• Provide insight into forecasting and planning for service delivery.

Skills

Workforce planning

Analytical skills

Team management

Communication skills

Problem-solving

Tools

Genesys workforce management platform

Job description

A charitable organization in the UK is seeking a Resource Planning Manager to optimize workforce usage and improve service delivery. You'll manage real-time performance and collaborate with operational teams to ensure resources are allocated effectively. Ideal candidates will have experience in workforce planning, especially in a multi-channel contact centre, and familiarity with workforce management tools like Genesys. This is an opportunity to lead a team while making a meaningful impact on service quality.