Resource Planning Manager (Contact Centre) .
Position: Resource Planning Manager
Location: Northampton, Northamptonshire
Job type: Full Time, Permanent
Hours: 37.5 hours per week
Salary: Up to £40,000 per annum
Closing date for applications: 18th January, 2019
Experienced resource planning manager looking for a challenging role where you can have a real input into the direction of the business?
Staysure is recognised as a major success story, with millions of happy customers and around 500 employees across the Group. Staysure is the largest Travel Insurance Brand in the UK and one of the fastest growing insurance and financial services providers. We offer tailored Travel Insurance products, including pre-existing medical conditions for people aged over 50.
We are an award winning business for both our customers and employees. Our recent wins for Customer Experience include Moneywise – Best Travel Insurance Customer Service Award (2017 & 2018) and the British Travel Awards – Best Travel Insurance Provider (2017 & 2018). We have also been recognised for our Employee Experience, winning two awards for Employee Engagement and Voice of the Employee and we have also been accredited with a “One to Watch” award from Best Companies.
At Staysure our mission is to allow people to travel the world with peace of mind. We aim to do this by providing the very best tailor made pre-existing medical conditions travel insurance in the market place.
About the role:
The key focus of this role will be to provide a full planning and forecasting service for all contact centre staff across all 4 of our sites in the UK. The role will be based from our head office in Northampton but may require travel to our site in Coventry and occasional travel to Swindon and Glasgow.
Not only will it be key to ensure we have the correct resources on a daily basis but you will work cross-functionally with other areas of the business to ensure the headcount model accounts for future needs, marketing forecast, recruitment and induction planning and business staffing expectations.
As the business continues to grow, this role will play a significant part in various projects to increase efficiencies as well as look at new ways of ensuring we are able to continue to deliver a customer focused experience that supports the business metrics.
You need to be ready for a challenging and rewarding position. Staysure has grown massively over the last few years and you will play a key role in supporting heads of departments to increase efficiencies and reviewing new technologies to support our continued growth.
You will have worked in large, multi-skilled contact centre environments managing Real Time Analysts and having lead Workforce Management forecasting processes. Producing reporting and scheduling will be second nature to you. Experience of managing outsourced partners would be advantageous although not essential.
We are looking for a very driven individual who is keen to play a key role in the successful growth of the business. If you are great at building relationships with key stakeholders and have a great attention to detail and technical proficiency then we would like to hear from you.
You may have experience of the following: Resource Planner, Resource Planning Manager, Work Scheduling Manager, Staff Planner, Staff Planning, Resource Scheduler, Planning, Floor Manager, Resource Analyst, Resource Manager, Operations Management, Operations Manager, Call Centre, Contact Centre, Forecasting, etc