Resource Planning Manager

Design, build, and own contact centre planning and performance, using data to optimise resources, processes, and operational effectiveness in a fast-growth environment.Client DetailsAre you ready to build something from the ground up? We''re looking for a data-driven, curious, and highly capable individual to create and own the planning and performance framework for a fast-growing contact centre operation. This isn''t a maintenance role - it''s a chance to design the entire planning function from scratch in a business that has grown 30% year on year and is about to accelerate even further. If you''re ambitious, technically strong, and want a role where your work genuinely shapes how a large, high-energy sales and customer operation performs, this could be the opportunity you''ve been waiting for.DescriptionBuilding short, medium, and long-term capacity plans based on telephony, sales, and demand data.Designing efficient shift patterns, break structures, and offline time to keep performance optimised.Owning shrinkage and holiday processes to ensure consistency across teams.Creating automated performance dashboards (Excel/Power BI/Tableau) to give SLT the right insights, at the right time.Using data from multiple channels - phone, email, SMS, WhatsApp - to uncover trends, spot inefficiencies, and make recommendations.Working with call transcripts and speech analytics to drive quality and productivity improvements.Designing scalable processes for planning, scheduling, and ..... full job details .....