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Resource Planning and Forecasting Manager
Job Posted: 15 hours ago
Salary: £ 65,000 - 75,000 / Annum
Job Type: Permanent
Location: Bristol, City of Bristol
Expire in: a month
Job Description
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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