This position is no longer open for applications

Resource & Capacity Planning Manager

Castle Business Support Division in York are looking for a Resource & Capacity Planning Manager to join an award-winning client in York.

Resource and Planning are integral to the operation of businesses. This is an excellent opportunity to provide positive input into the overall performance of the company’s operations through planning and delivery. Some of the duties will involve;

• To ensure accurate and optimal headcount planning to be efficient with their continued excellent service and forecasted volume
• Own, lead, and manage the planning and delivery of the business as a society, providing capacity plans and recommendations
• Analyse KPI’s associated with headcount, and calls in and out of the business
• Support and influence the business on technical solutions related to customer journeys and contact channels
• Mentor and develop the Resource Planning Analysts to deliver on their objectives supporting the business

To be successful for this position, you will be able to demonstrate the following attributes;

• Have strong mathematical, analytical, communication and organisation skills
• Have experience managing a resource planning function within a contact centre
• Have an understanding of Erlang methodology and associated knowledge of capacity planning
• Have an advanced understanding of Microsoft Excel including data manipulation and analysis skills
• Previous experience working with Verint Impact 360 or another Workforce Management tool is essential
• Have previous experience of Avaya telephony routing and architecture
• Educated to a Degree level is desirable

In addition to this amazing opportunity, you will receive market leading benefits which include;

• 35 days holiday pro rata
• on-site gym
• corporate discounts
• free parking – which can be difficult in York.

This would be working full time Monday to Friday 37.5 hours a week earning a salary of at or around £40,500 pro rata depending on experience.

If you wish to apply for one of these positions, please email your CV to Michelle.jv@castle-employment.co.uk or Nichola.breslin@castle-employment.co.uk