Workforce Planning Manager

A leading CX provider, unrivalled in developing and training its people to be the best they can be. This investment in people ensures longest staff retention possible enabling them to best serve client's customer service needs.

This leaders main function will be to manage a team of Planning Analysts.

Reporting to the Head of Planning, this extremely varied role will be to support and develop your team; To oversee the management of the service delivery of our business and support the interaction with operational teams and client resource planning teams.

In addition to this the role will require you to lead through your team:

• To manage the in-day resource management of our people focusing on schedule adherence, intra-day re- forecasting and FTE delivery and communication to the client on capacity to handle call volumes.
• To provide clear analysis on previous performance and subsequent recommendation to optimise performance for the remai...