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- Create and maintain planning/ scheduling/optimisation solution for the contact centre
- Produce accurate and fit for purpose schedules ensuring resource is deployed in line with plan to achieve business SLA targets
- Foster collaboration to ensure alignment across the wider tactical planning management and other functions, owning the resource planning function and being the point of contact for all resource planning stakeholders.
- Continually review forecasts and schedules to identify performance improvements and cost efficiency's.
- Coach, develop & support Resource Planning - manage their performance through action plans and growth conversations.
- Suggest process improvement and initiatives across the department, supporting and facilitating implementation where required
- A strong background in resource planning within a Contact Centre environment
- Provide expert knowledge on WFM tools, including NICE IEX and NICE CX One
- A proactive ability to manage your own workload as well as challenge the status quo, always looking to improve what we do for our people and customers
- Attention to detail with good observation skills and an inquisitive nature; always looking to improve performance as well as anticipate issues
- Strong analytical skills alongside experience working with raw data sets, identifying trends and issues ahead of impact
- An effective communication style at all levels, with the ability to build effective relationships across all departments
- Presentation skills, both written and verbal
- Excellent leadership skills - you’ll be passionate about working as part of a team and driving motivation. Demonstrable experience managing small/medium-sized teams is preferable
