Workforce Planning Lead / Manager

Division
Planning & Analytics

Location
London

Salary
£65,000 - £72,000

Reference
888599

Consultant
Lloyd Schaverien
lloyd@contactcentrepartners.com
020 8989 7779

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Contact Centre Partners (CCP) is a specialist recruitment consultancy providing permanent, temporary and interim staff within the customer contact market.

We are currently working with a leading, global brand; supporting their large-scale growth and as part of this we are seeking an experienced Workforce Planning Lead/Manager.

Based out of either the London site or their offices just outside of London; you will be responsible for managing all contact centre agent scheduling, roster creation, administering of all of the off-phone activity, reporting on all forecasted performance against actual performance, trend analysis on traffic patterns and use this to drive improvements and make the operation more efficient overall.

You will have a strong working knowledge of Impact360 to schedule the staffing activities of around 175FTE and ensure that forecasts are met. You'll also be responsible for ongoing real time and intraday activity and work closely with the wider planning function to effect the changes required to guarantee KPIs are met and SLAs are adhered to.

If you have experience of leading a planning function responsible for a multi-channel, multi-site contact centre operation and are looking for an outstanding opportunity with an incredible brand, then please contact Lloyd Schaverien at Contact Centre Partners.