Resource Planning Team Leader - Contact Centre

Posted 20 June by Echo
£32,000 per annum
Walsall , West Midlands
Permanent, full-time
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Posted by Echo
Job Title: Resource Planning Team Leader - Contact Centre
Location: Walsall
Hours: 37.5 hours per week
Salary: £32,000 per annum

We're looking for an experienced Resource Planner with a proven track record of leading a team. You will help us ensure that we have the right resources in place to deliver world-class customer service by effectively planning and forecasting our workforce to meet customer demands, while optimising service delivery.

The Role:
  • Leading and managing a team of Real-Time Analysts to ensure agreed service levels are met.
  • Implementing an effective planning cycle and presenting recommendations.
  • Planning and forecasting our workforce schedule to meet customer demand while optimising service delivery
  • Providing detailed analysis of real-time variance and liaising with stakeholders for updates and recommendations.
  • Conducting one-to-ones/appraisals and mentoring team members.
  • Interpreting real-time data and communicating with multiple stakeholders.
  • Managing performance effectively in a fast-paced environment.
  • Engaging with stakeholders at all levels.
  • Understanding Resource Planning methodologies and systems to deliver operating efficiencies.
  • Analysing performance and making recommendations for improvements.
  • Making independent, balanced decisions and adapting quickly in reactive situations.

What You Will Need:
  • Experienced in workforce forecasting, scheduling, and planning in a customer service environment
  • Sound knowledge of the planning cycle.
  • Experience leading a team
  • Good understanding of contact centre operations.
  • Ability to work well under pressure.
  • Excellent presentation and communication skills.
  • Desirable but not essential: experience in QMAX and 8X8.
  • Results-driven with evidence of improving KPIs.
  • Proficiency in Microsoft PowerPoint, Word, and Excel.

What You’ll Get in Return:
  • Competitive salary up to £32,000 per annum.
  • Pension with employers’ contribution
  • 25 days holidays + bank holidays
  • Opportunity to work in an international company with possibilities for travel.
  • Collaboration with diverse teams within the larger Group.
  • Company pension with employer contribution.
  • Free onsite parking.
  • Onsite gym.

About Us
Echo Managed Services, part of South Staffordshire PLC, provides customer-led solutions for its clients. We recognise that the expertise, knowledge, and understanding of our people enable us to deliver an enriched customer experience. We value our employees and provide the support, training, and motivation needed for success. We offer a first-class training program and a clearly defined career pathway—if you are willing to work hard, we are ready to help you progress.

REF-214 975

Reference: 52915089

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