MI Development & Resource Planning Manager (Contact Centre)

Swindon
1 year ago
Applications closed

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Longreach Recruitment are hiring an MI Development & Resource Planning Manager for a multi-channel contact centre operation.

Remuneration is £55’000 ~ £65’000 (Depending on Experience) + Benefits Package (40-hour week)
This position will lead the MI & Resource Planning team and will be heavily focussed on the development of MI, and an insight driven strategy for customer operations and supporting functions. The role holder will be key in the shaping of the strategy by researching and incorporating AI driven technologies to unlock new opportunities to better understand customer behaviour and operational efficiency opportunities.

You’ll be adept at collaborating and influencing a broad senior stakeholder population to provide insightful and actionable business intelligence that enhances customer experience and drives business results.

This is an ideal position for a contact centre MI professional, or Resource Planning expert with strong MI / BI skills to make a key impact into our client’s development and understanding of emerging AI technologies.

The position is offered with hybrid working with Tuesdays & Thursdays onsite (staff parking available)

The contact centre is in the South West within easy commutable distance from:
Bristol, Bath, Gloucester, Cheltenham, Swindon, Oxford, Reading / M4 Corridor, South Wales

Key Role Purpose & Responsibilities of the MI & Resource Planning Manager include.

  • Effectively lead and develop a team of MI and Resource Planning (WFM) Analysts

  • AI – research and explore AI & machine learning techniques that drive insights from large data sets that enhance predictive capabilities and support ‘data driven’ decision making.

  • Forecasting – own and create short to long-term demand Forecasting for all contact channels.

  • Resource Planning – comprehensive knowledge of the ‘end to end’ Planning process

  • MI Automation – drive the evolution of MI reporting via automation and advanced dashboard creation via Tableau/PowerBI.

  • Energetically lead the team, sharing best practices and focusing on continual development

  • Lead the technical improvement agenda with a focus on learning, researching, and implementing AI, data automation processes.

    What Have You Done Before? What Do You Need to Demonstrate?

    Interested applicants will have management experience within a contact centre MI and/or Resource Planning function. You’ll be comfortable with MI / Reporting / Dashboarding outputs and tools and drive the Analytical and Reporting agenda amongst senior stakeholders with a core ability to simplify the complex.

    Key Skills & Experience Will Include

  • Experience with WFM tools, and Excel based planning processes and methodology.

  • Experience or a passion for researching and introducing AI and automation within MI / Insight functions.

  • Capable hands-on user of Tableau / Power BI / Advanced Excel.

  • Solid familiarity with leading or guiding MI / Reporting / BI functions

  • Excellent capabilities in creation of excel based demand / forecast models (erlang theory desirable)

  • Strong delivery focus - able to work in a fast-paced change-embracing setting.

  • Exemplary communication, presentation, and decision-making abilities.

    Please register your interest in the MI Development & Resource Planning Manager position by applying as directed.

    Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Optimisation, Data Analytics, and Customer Communication Technologies

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