WFM Resource Planning Manager


CCA have an exciting opportunity for an experienced Workforce Resource Planning Manager to join our brand name client in Manchester. The WFM Resource Planning Manager oversees the resource profile for operational activities across all client sites, managing the key relationships and processes to ensure resource profiles are appropriately governed and appropriate resource is allocated to the right area at the right time. This spans across the life cycle of an agent from on-boarding through to attrition.

The ideal candidate should have previous experience working with a team of resource planning/forecasting analysts to build contact centre teams and understand all aspects of the hiring life cycle of an agent from attraction, screening, on-boarding through to attrition.


Key Responsibilities:

• Lead and develop a small team of Resource Analysts responsible for hiring profiles, attrition plans and secondment tracking
• Develop a robust resource movement profile and ensure this accurately reflects agent activity within the Operation
• Act as the gatekeeper of the Contact Centre Resource profiles, and protect operational performance by ensuring all Change activities which may affect BAU demand volumes adequately reflect the right staffing requirements
• Complete annual reviews of all role profiles to ensure fit for purpose and reflect agent role
• Review current recruitment protocol and drive a project to influence how agent recruitment can be streamlined
• Provide Operations and Business Management with oversight of hiring plans against forecasted budget and SLA’s within capacity plans
• Host the Resource Planning Forum
• Understand and profile the ‘life span of an agent’
• Work closely with the WFM Forecasting and HR teams to ensure hiring and attrition plans are aligned to capacity planning profiles
• Liaise with the Operations to ensure all potential candidates are interviewed, tracked and candid feedback is provided in a timely manner
• Develop and maintain a central depository for all resource management
• Supports the Contact Centre Planning process by preparing impact assessments for each change programme in determining the impact to resource requirements
• Accountable for developing and maintaining strong working relationships with Operations, Business Management and HR
• Coach and develop all direct reports and complete timely 1-2-1’s
• Plan, embed and develop a process bible that supports the role and activities undertaken
• Keep abreast with industry developments in terms of best practice and technology and evolve your own and our departments strategy’s in-line with industry bench marking


Key Criteria

• Strong analytical problem solving ability
• Excellent relationship/stakeholder management and negotiation / influencing skills
• Advanced PC skills, in particular MS Excel and PowerPoint
• Outstanding time management, organisational and prioritisation abilities
• Project Management experience (Agile/Waterfall methodologies)
• Ability to liaise across multiple sites and vendors regularly
• Experience of driving business improvements and technology changes through the operational planning process
• Experience of Resource Planning process in a high-complexity Contact Centre environment

If you would like to discuss this role in more detail (confidentially) then contact Chris Costello on ! Or Call Chris on 0141 433 7050


Job Reference – CCA6663CC

LOCATION: Manchester

SECTOR: Planning & Analytics


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