Resource Planning Manager (Contact Centre)

Job Description

Artis Customer Contact is delighted to once again be partnering with this award-winning organisation. Following their continued growth and success, we are seeking a Resource Planning Manager to lead and inspire a high-performing operational resource planning team.\n\nThis is a key role at the heart of the business, responsible for optimising resource utilisation, delivering accurate forecasting and scheduling and providing critical management information to drive operational excellence.\n\nIn this role, you will:\n\nBuild strong, collaborative relationships with senior stakeholders and clients to understand and deliver against resource requirements.\n\nLead short and long-term capacity planning and workforce management for inbound and outbound activity, ensuring KPI and SLA targets are consistently achieved.\n\nAnalyse operational performance to identify efficiencies, drive productivity, and implement improvement initiatives.\n\nDevelop and deliver clear, accurate, and timely management information to support effective decision-making.\n\nShare expertise on WFM technology, equipping leaders and managers with the knowledge to optimise shift patterns and service delivery.\n\nProvide workforce management solutions that maximise capacity planning and staffing effectiveness.\n\nWhat we're looking for:\n\nA confident communicator who can build strong, positive relationships at all levels.\n\nA proactive problem-solver who spots trends, generates fresh ideas, and thrives under tight deadlines.\n\nA professional with solid understanding of contact centre resource planning, forecasting.\n\nThis is a fantastic opportunity for someone with the vision and expertise to influence and elevate business performance. In return, you'll benefit from personal development, recognition for your impact, and the chance to thrive in a supportive and dynamic environment.\n\nFor further details, please get in touch directly - ideally with a CV to start the conversation.\n\nArtis Customer Contact is a premier specialist resourcing consultancy, dedicated to connecting exceptional Contact Centre, Customer Service, and Customer Experience professionals with leading organisations\n\nArtis Recruitment provide specialist recruitment services within HR, Finance, IT, Procurement, Marketing, Customer Contact and Executive Search.

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