This position is for a diligent and strategic Real Time and Resource Planning Manager who will oversee the operational delivery and optimisation of a customer service department within the retail industry.
Client Details
This company is a well-established retail corporation based in Liverpool, with a workforce of over 5000 individuals. Focusing on customer service excellence, they have managed to become a leading player in the retail industry.
The contact centre is a well ran modest operation who are eager to hire a RT Planning manager to support them in their next phase of development using new software to drive efficiency's.
Description
This Planning Manager will join the SLT in the head office and work across Real Time, Planning and Insights projects to support future proofing this excellent family ran organisation.
- Oversee the real-time and workforce management of the customer service department.
- Research and implement WFM
- Develop and implement strategies to optimise customer service operations.
- Analyze workforce trends and make data-driven decisions for scheduling.
- Collaborate with senior management to align departmental goals with company objectives.
- Manage the development and implementation of training programs for the team.
- Conduct regular performance and productivity evaluations.
- Ensure compliance with industry standards and company policies.
- Lead and motivate the customer service team to achieve high performance.
Profile
A successful Real Time and Resource Planning Manager should have:
- A degree in Business Management or a related field.
- Proven experience in a Planning and Data driven role from within a contact centre.
- Excellent system capabilities (advanced excel as current process is manual)
- Strong knowledge of customer service operations and workforce management.
- Excellent leadership and team management skills.
- Proficiency in data analysis and performance metrics.
Job Offer
- A competitive salary package ranging from £36,000 to £42,000 per annum.
- City centre location with car parking.
- Hybrid working.
- Lots of growth potential.
- Generous holiday leave.
- An opportunity to work with a large retail corporation in Liverpool.
- A positive and collaborative work culture.
- Extensive opportunities for professional growth and career advancement.
If you are a driven and experienced manager ready to lead a dynamic customer service team in the retail industry, we encourage you to apply for this role as a Real Time and Resource Planning Manager.