Resource Planning Manager
| Posting date: | 10 July 2025 |
|---|---|
| Salary: | £42,000 to £48,000 per year |
| Hours: | Full time |
| Closing date: | 09 August 2025 |
| Location: | Evesham, Worcestershire, WR11 1JH |
| Company: | Karndean Designflooring LTD |
| Job type: | Permanent |
| Job reference: | JOB486_1752156845 |
Summary
The Resource Planning Manager will bring heaps of hands on experience owning all aspects of forecasting, scheduling, and performance analytics in a customer contact centre environment and operations department. You will be responsible for ensuring optimal staffing, real-time support, and insights-driven decision-making. This role is critical in supporting service level achievement, cost control, and transformation initiatives.
Responsibilities:
- Forecast contact volumes across channels (calls, emails, chats) using historical and predictive models.
- Create efficient schedules and shift plans that align with forecasted volumes and SLAs.
- Manage real-time adherence, intraday adjustments, and exception handling across the advisor pool.
- Monitor key metrics (AHT, shrinkage, adherence, occupancy) and provide actionable insights.
- Build, maintain and optimise WFM tools and dashboards
- Own all contact centre metrics such as Answer Rate, AHT, FCR, QA, CSat, as well as being able to build on these to provide valuable insight into customer behaviour and operational performance.
- Provide regular performance reports and data insights to the Head of CX and leadership.
- Collaborate with the Contact Centre Manager to align resource strategy with operational goals.
- Support system implementations and operational changes with strong data models and input.
- Identify capacity and productivity risks and implement proactive plans to mitigate.