Head of Resource Planning

Salary: £84,000 per year

Anderson Knight is recruiting a Head of Resource Planning to join one of our priority clients based in Glasgow. This is a full time, permanent, senior management position. The purpose of this role is to manage all aspects of the end-to-end planning and scheduling processes for the business.

Duties & Responsibilities

• You will be working alongside the operations teams to ensure all SLA’s and KPI’s are achieved
• Communicate and agree headcount planning assumptions with the operational teams.
• You will be responsible for developing the Resource Planning team to deliver long-lasting planning and scheduling process to support the business objectives
• Responsible for creating contact centre forecasting and scheduling across a multichannel contact environment.
• You will be responsible for developing long term capacity plans and provide accurate resource requirements for annual budgeting and forecasting.
• You will be responsible for delivering daily, weekly and monthly forecasting resourced requirements with any future improvements outlined
• You will have an understanding of the changing dynamics within the business to support all aspects of resource planning.
• You will be responsible for coming up ideas and recommendations on how to improve resource allocations.
• Working with senior management there will be a requirement for stakeholder engagement throughout the business to scope requirements, drive best practice and build cross-departmental relationships to optimise the business / resource planning function.

Experience, Qualifications & Skills

• It is essential you have worked in a similar role as leader of Resource Planning
• You will be an advanced used of excel
• Designing and implementing contact centre resource model to deliver the most efficiency in meeting client requirements.
• You will have strong communication, organisational and management skills
• Ability to challenge and question trends to identify opportunities for growth