Head of Planning
Posted on Mar 16, 2020 by CV-Library
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