Senior Resource Planning Manager
- Job Reference: 100740
- Date Posted: 15 July 2021
- Recruiter: Hireful
- Website: https://hireful.co.uk/
- Location: London
- Remote Working: Some remote working possible
- Salary: £10,000 to £50,000
- Bonus/Benefits: Excellent Benefits
- Sector: Customer Service
- Job Type: Full Time Flex
- Work Hours: Full Time
Senior Resource Planning Manager
Customer Experience - West London - Temporarily Remote
"The customer is queen"
If we didn't already know it, 2020 taught us that 'the customer is queen' and having the right resources in place to manage their demand, is essential.
It also taught us that, perhaps, the journey can be as insightful as the destination.
The ability to respond quickly to customer contacts, resolving their queries at first contact, is essential for any Customer Experience team to be successful.
Our Workforce Optimisation Manager opportunity is going to revolutionise our approach to this.
If this sounds interesting, read on to hear more about this new role for us.
The position reports directly to our new award-winning Director of Customer Experience, who will guide and mentor the new hire through our relatively small, entrepreneurial and technology-driven business.
2020 saw us innovate our Customer Experience platforms, putting us in a great position to take advantage of pent-up demand for leisure travel and we can't wait to pick up the trajectory that saw us recognised as the UK company with the fastest-growing profits the year before.
Senior Resource Planning Manager Requirements:
You have extensive experience managing resource levels within an eCommerce or startup environment, ensuring that forecasted contacts volumes were met; across multi-lingual, multi-site and multi-channel operations.
You provide Customer Experience teams with truly effective management information, reports and insightful analysis on short, medium and long term performance.
You have been responsible for ensuring the clear relationship between business performance and how this translates into demand forecasts, resource requirements (including hiring plans), service level and performance reports and real-time analysis.
Your experience as the business owner of resource tools and systems within customer experience teams has developed your exceptional data and insight skillset; letting you get stuck into the “day-to-day”.
As a natural analyst, you are adept at mapping out and implementing processes; and your gravitas allows you to influence and bring others on the change journey.
Research has shown that women and other diverse groups tend to only apply for a job when they meet every single criterion - so if one of our roles sounds like it was made for you but you're worried you don't tick every box, please still apply.
We have employees from all walks of life and are only interested in assessing your skills, attitude and talent! We want all applicants to feel they can belong at loveholidays.
Click apply to quickly share your details with us and we promise to respond quickly to all applications.
Or, know someone who would be a perfect fit? Let them know!
All loveholidays employees are eligible for heavily discounted holidays, enjoy market-benchmarked salary packages and flexible working options.
Location: London (Temporarily remote)
Type: Full Time, Permanent
You may have experience of the following: Customer Experience Manager, Resource Planning Manager, Work Scheduling Manager, Contact Centre Manager, eCommerce Manager, E-commerce Manager, eCommerce Analyst, Data Analyst BI Analyst, Insight Analyst, Workforce Analytics, BI Analytics, Workforce Analyst, Workforce Coordinator, Leisure, Tourism, etc.