Head of Resource Planning
Kura (CS) Limited
Glasgow , UK
6d ago

We are Kura

We are looking for a Head of Resource Planning to manage a team of Senior Planners and Resource Schedulers. This extremely varied role will support and develop the team to deliver strategic business objectives and operational best practice in contact centre resource planning.

Working with the Senior Management Team, you will be responsible for forecasting, planning and scheduling to enable the delivery of a great customer service on behalf of our clients.

What we need from you.

  • Proven experience in managing Resource Planning in a dynamic contact centre environment
  • Proven experience in developing people and teams
  • Previous experience of forecasting for a multi-channel customer service function
  • Proven experience of designing and implementing innovative contact centre resource models
  • Advanced use of MS Office suite packages - particularly Microsoft excel
  • Experience in working with Workforce Management Systems preferably NICE IEX
  • Strong stakeholder relationship skills including the ability to communicate and influence at senior executive level
  • Ideally a Degree qualification in a STEM subject and / ora Professional qualification in Resource Planning
  • What’s in it for you.

  • Salary dependant on experience + bonus + benefits
  • Up to 35 days holiday
  • Pension Scheme
  • Role can be based in either Glasgow or Sunderland with some travel between offices will be required post Covid
  • Development opportunities
  • Plus much more!
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