Job Description: In this exciting Contact Centre Resource Planning Manager role, you will be responsible for leading the real-time management of the contact centre resource planning provision supplied to the UK Contact Centre within the Contact Centre Planning Department. Job Responsibilities: Cycle continuous improvement processes into future workforce planning models. Lead and develop a team of real-time analysts responsible for the accurate tracking of contact centre actual results vs. plan by channel and at an appropriate level of granularity. Lead and manages a team of Planning Analysts ensuring that processes are consistent, accurate and credible. Identify, promote and implement best practice real-time processes within the team and seeks out formal and informal internal and external recognition from networks. Provide timely data and commentary on reasons for variances between plan and actual. Job Requirements: Confident communicator, able to convey complex messages and themes in a way that will engage others and drive understanding and consensus Ability to maintain excellent working relationships with Stakeholders and Peers and can promote confident through highly credible style Experienced people leader with proven track record of driving high engagement in a complex technical environment Expert in Resource/Capacity/Workforce Planning practices and procedures in contact centre environment across various channels (not just telephony) Previous user of and good working knowledge of Aspect eWFM software and available bolt-ons is desirable. A natural inquisitive and analytical mind who can balance this with ability to effectively engage and influence others Job Details: Company: Virgin Atlantic Vacancy Type: Full Time Job Location: Southampton, England, UK Application Deadline: N/A Apply Here vacanciesforyou.xyz
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