Resource Planning Manager - Call Centre

Our rich history since 1812 and our dedication to responsible business practices drive us to offer unparalleled choice and value to our customers. Join us at Dignity and be part of a forward-thinking team poised for significant growth and making a meaningful impact in our industry.
We are looking for a Resource Planning Manager to lead the strategic planning and management of customer contact volumes across various channels. This role will support a multi-site contact centre, including an outsourced partnership, an in-house 24/7 multi-channel centre with up to 100 advisors, and a network of over 600 branches.
Key Responsibilities Include:

Managing customer contact volumes across multiple channels and products to ensure efficient operations in a multi-site contact centre.
Leading and developing a team of analysts, including recruitment, training, and mentoring.
Conducting capacity planning for the contact centre and branch network to optimize resources and meet SLAs.
Utilising forecasting and planning models to enhance efficiency, achieve SLAs, and support marketing campaigns and strategic decisions.
Developing strategies to manage customer contact from various marketing channels, such as TV, radio, direct mail, and digital.
Overseeing Real-Time adherence to ensure compliance with operational standards and KPIs.
Promoting and implementing effective practices in resource planning and real-time adherence for optimal efficiency and performance.
Communicating clearly with stakeholders and external partners, both verbally and in writing.
Managing budget constraints and implementing cost-saving strategies across a 24/7 operation.
Conducting regular performance reviews and driving continuous improvement in Resource Planning and Real-Time adherence.

Experience as Contact Centre Resource Planning Manager with a strong background in team development and multi-site operations.
Extensive omni-channel experience, including multi-channel and outsourced environments.
Expertise in forecasting, planning methodologies, and optimizing marketing campaigns.
Proficiency in capacity planning and real-time adherence for contact centres and branch networks.
Experience managing customer contact for diverse marketing activities (TV, radio, mail, digital).
Excellent communication skills, capable of engaging with stakeholders at all levels.
Attention to detail in managing complex planning, budgeting, and cost optimization tasks.
A commitment to continuous improvement and driving high-performance standards.

Dignity is one of the UK's largest and most dynamic multi-site national businesses and we are embarking on an exciting transformation following a successful takeover and privatisation. With a robust network of 750 sites, we are committed to innovation, investment in technology, and enhancing operational standards.

Annual salary of up to £35,000 (DOE).
Company Target Driven Bonus.
BUPA Private Healthcare (Self).
25 Days Holiday + Bank Holidays.
Pension Scheme.
Life Assurance X2.
Access to our internal apprentice & personal development schemes.

What are the next steps?
To apply for this position, please click the 'Apply' button to submit your application. A member of our Talent Acquisition Team will contact you shortly.
FCA Statement
Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR).
Equality, Diversity and Inclusion StatementOur Vision is to connect with our clients, colleagues, company and communities based on our principles whilst celebrating our differences.We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed and bold action to promote inclusion and belonging.
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.