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Head of Planning

Posted on Mar 16, 2020 by CV-Library

West Midlands (County), United Kingdom
Customer Service
Immediate Start
Annual Salary
An exciting opportunity for a Head of Planning to join this growing Contact Centre business in Birmingham, supporting with the growth and development of a new standalone department.

Client Details

A growing Contact Centre business supporting customers with collections, customer service and sales campaigns.


As the Head of Planning you will be responsible for developing, implementing and refining the workforce planning across 3 sites and all campaigns. You will be responsible for building out the function, implementing the new WFM system and developing the team.

In this role, you will be responsible for ensuring great customer experience at all times, ensuring that client, stakeholder and customer expectations are all aligned to any decisions made. You will assist with the design and delivery of MI to assist with day to day delivery as well as ensuring visibility for the Clients and internal stakeholders.


As the Head of Planning you will:

Understand Contact Centre performance metrics and how these impact planning and forecasting

Have strong people management skills, ensuring the development of all staff within the planning department

Ideally have implemented a new WFM system into a business

Have a high level workforce planning/ resource planning within a Call Centre and Customer Service environment, ideally across multiple campaigns with high staffing levels (circa 1000 FTE)

Be confident in meeting face to face with clients to present monthly and quarterly business reviews

Be very hands on in the day to day operation and with all planning department staffJob Offer

Competitive salary and bonus scheme

Excellent location, easily accessible via public transport

Reference: 211901389

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