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
Role can be based in either Glasgow or Sunderland with some travel between offices will be required post Covid
Plus much more!