Contact Centre Planning Manager

Join Our Clients Team as a Contact Centre Planning Manager!

Are you a skilled planner with a passion for enhancing customer experiences?

We are looking for a talented and analytical Contact Centre Planning Manager to join our client's dynamic organisation. You will plan the contact centre's resource requirements to meet customer demand efficiently. By analysing key data, you will develop forecasts and recommend recruitment strategies. Your role will also involve scheduling team members and overseeing real-time performance metrics to enhance service levels and achieve SLAs.

Location: Norwich City CentreContract Type: PermanentWorking Pattern: Full Time (minimum of 2 days in the office)

What You'll Do:

As the Contact Centre Planning Manager, you will be the driving force behind our contact centre's operations, ensuring we meet customer demands while optimising efficiency. Your key responsibilities will include:

• Overseeing forecasting, capacity planning, and scheduling for all team members.
• Collaborating with key departments to understand business drivers and their impact on demand volumes.
• Analysing data to quantify processes and resource requirements.
• Monitoring shrinkage factors within the contact centre to support managers and highlight areas of concern.
• Supporting real-time performance by maximising adherence and making in-day adjustments for demand or resource supply changes.

What We're Looking For:

• Proven experience in a contact centre environment.
• Experience in a Planning role.
• Proficiency in Excel and PowerPoint, with strong analytical skills.
• The ability to communicate effectively and influence others.
• A knack for understanding complex concepts and modelling them accurately.
• Exceptional written and verbal communication skills, with a keen understanding of customer demand patterns.

Why Join Our Client?

In return for your hard work and dedication, there is a competitive salary of £40,000, alongside a host of fantastic benefits, including:

• 25 days of holiday per year + public holidays.
• Company pension and medical insurance.
• Death in Service benefit and private healthcare.
• Generous discounts on products - 50% for you and 25% for friends and family.
• One paid volunteering day off per year.
• Cycle to work scheme and access to health & wellbeing guidance.
• Ongoing development and career progression opportunities.

Are you ready to make an impact? If you believe you are the perfect fit for this role, please submit your CV!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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