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Resource Planning Manager

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Resource Planning Manager

  • Reference Number:
  • Office:
  • Type of Employment:
    Full time permanent

Location: Malta
Reporting to: Head of Customer Support
Department: Commercial
Hours of work: Fulltime, permanent


About the role

The Planning Manager coordinates and expedites the flow of work within Customer Support Operations and will set up and manage resource levels in line with forecasted contact volumes while maximising performance to achieve service level targets. 
The Planning Manager will be accountable for the business unit performance connected to resource planning and contribute to the development and implementation of the group strategy by being a key driver in ensuring Operational efficiency and improved customer experience.

What will you be doing?
  • Short and long-term capacity planning
  • Determine and communicate short term staff capacity and roster establishment to up to 6 weeks in advance
  • Manage impact of campaigns on contact volume
  • Lead and develop your team by optimizing their skills and methods in forecasting, work force management, analyzing, scheduling and MI with focus on operational efficiency and quality assurance
  • Utilise Activity Based Costing information into short term forecasts
  • Build an attrition model and plan for known staff attrition across all markets
  • Budget modelling responsibility for your department and the CS
  • Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts
  • Strategy development for changes in customer demand and expectations over the next 3 years
  • Identification and implementation of new technology for planning, including the use, development or procurement of effective workforce management software (WFM) and or another in-house systems/Excel.
  • Deliver low variance forecasting across all contact channels, ensure optimal scheduling to meet service level agreements and key performance indicators
  • Work strategically with the business to drive through efficiency gains fully utilising work force management and telephony technologies
  • Implement and develop the infrastructure required to provide market-leading management information and reporting for the Contact Centre 
  • Utilise historical data and contact forecasts to develop accurate headcount models that provide capacity modelling, service level forecasts and supports recruitment strategy decisions
  • Retain up to date knowledge of emerging Contact Centre technology enhancements, leading initiatives that improve service, productivity and efficiency
What have you done?
  • Previous experience at Resource Planning at a Management level, and in a similar role
  • A proven track record of implementing and developing market leading Contact Centre management information and reports
  • Experience of managing significant change / service improvement projects
  • Proven knowledge and experience of workforce management technology
  • Advanced knowledge of Microsoft Excel
  • Self-motivated, organised, with ability to prioritise workloads
  • Keen analytical skills to evaluate performance and identify improvement opportunities
  • Effective influencing, negotiating and decision-making skills 
  • Innovative thinker
  • Strong experience in team management and effective resource planning.
  • Good knowledge of Workforce Management tools.
  •  An in-depth understanding of manual forecasting methods and formulas.
  • Strong communication, collaboration and influencing skills to work at all levels from Head of Customer service to agents
  • Previous examples of where you have managed projects end-to-end.
  • The ability to explain complex information in an easy to understand manner and generate “buy-in” from key stakeholders to further your department
Application process

To apply for this role click on the "Apply for this role" button,complete the short web form and attach a CV with a cover letter stating why you would be suitable for the position and the recruitment team will be in touch shortly.

Learn more

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Fawwara Building, Msida Road, Gzira, Malta, GZR1405
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