Resource Planning and Forecasting Manager

Artis recruitment are seeking an experienced Customer Contact Resource Planning Manager to lead a team in a cutting-edge, multi-channel contact centre. You will own forecasting, scheduling, and workforce optimisation, while coaching and developing a high-performing resource planning team. This is a fast-moving, tech-driven environment, your ability to lead, adapt quickly, and make data-driven decisions is critical.

What You'll Do:

• Lead and develop a team of resource planners to deliver accurate forecasts and efficient schedules.
• Own short- and long-term forecasting across all contact channels (voice, chat, email, social media, AI-assisted).
• Ensure service level targets are consistently met through effective resource allocation.
• Monitor real-time performance metrics, taking corrective action when needed.
• Collaborate with operations, training, and workforce teams to optimise workload and staffing.
• Analyse historical data and trends to improve forecasting accuracy and scheduling efficiency.
• Implement and leverage advanced WFM tools and AI-driven platforms.
• Operate agilely in a fast-paced, changing environment, adjusting strategies as business needs evolve.

What We're Looking For:

• 5+ years in workforce management, resource planning, or multi-channel contact centre operations, with team leadership experience.
• Proven forecasting and capacity planning expertise.
• Experience managing and developing a team of planners.
• Proficiency with WFM tools like Calabrio, NICE, Verint, Genesys, or similar platforms.
• Strong analytical, problem-solving, and communication skills.
• Ability to thrive in a rapidly changing, technology-driven environment.
• Knowledge of AI-assisted contact centre technologies is a plus.

Why This Role Rocks:

• Lead a high-performing team in a tech-forward, multi-channel contact centre.
• Competitive salary and benefits.
• Career growth and development opportunities.
• Collaborative, innovative, and agile workplace culture.

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