Head of Resource Planning (Contact Centre) (335831)



£50,000 - £50,000/annum

Job Location
- United Kingdom -- England -- East Midlands -- Northamptonshire -- Northampton

Job Type

13 February 2019

Head of Resource Planning (Contact Centre)

Interaction Recruitment are proud to be working alongside our well established prestigious client based in Northampton. Due to continued success the business is now looking to expand rapidly and are actively seeking an experienced Head of Resource Planning to join their team. 

Head of Resource Planning: Summary.

As a Resource Planning Manager your key focus is to plan and forecast service for all Contact Centre staff across multiple sites to optimise the use of staffing resources at all times.


Head of Resource Planning: Duties.

  • Ensuring the correct staffing levels within multi Contact Centres.

  • Organise staff resources in line with forecasts and business expectations.

  • Working with Internal Departments to take account of Headcount model for any future needs, marketing forecasts, recruitment and induction planning.  

  • Produce reports (Daily/Monthly/Weekly) including scheduling and budgeting of resources.

  • Analysis reports of data on planned and actual call volumes.  

  • Adjustment for short to long term plans.

  • Implementation of resource optimisation processes and methodologies.

  • Produce efficient real time management information.

  • MI Reports including forecasting and resourcing levels.

  • Pro-actively reviewing work cycles

  • Management of Real Time Analysts


Head of Resource Planning: Experience.

  • Demonstrative experience of leading Workforce Management forecasting processes.

  • Substantial experience of manual forecasting, using excel / erlang baselines.

  • Producing reporting and scheduling in a call centre environment.

  • IT literate with excellent Excel skills. Knowledge of Qmax (desirable).

  • Experience of working in a large multi-skilled call centre environment as well as Outsource Partners.

Head of Resource Planning: The Person.

  • Problem solving skills - to be able to identify problem areas and recommend solutions.

  • Excellent communication skills - to be able to liaise with all levels and areas of the business.

  • Adaptable to change - to be able to work in a complex, diverse, constantly changing environment.

Excellent attention to detail and technical proficiency.



  • Educated to Degree level

  • Professional Qualification in a related discipline (desirable)

If you are an experienced Resource Planning Manager looking for you next challenge within a growing organisation, please click apply now or send your CV and cover letter direct to Jessica.Gregory@interactionrecruitment.co.uk



Contact information

Jessica Gregory