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 focused on the development of MI, and an insight-driven strategy for customer operations and supporting functions. The role holder will be key in shaping 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:
1. Effectively lead and develop a team of MI and Resource Planning (WFM) Analysts.
2. 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.
3. Forecasting - own and create short to long-term demand Forecasting for all contact channels.
4. Resource Planning - comprehensive knowledge of the 'end to end' Planning process.
5. MI Automation - drive the evolution of MI reporting via automation and advanced dashboard creation via Tableau/PowerBI.
6. Energetically lead the team, sharing best practices and focusing on continual development.
7. 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:
1. Experience with WFM tools, and Excel based planning processes and methodology.
2. Experience or a passion for researching and introducing AI and automation within MI / Insight functions.
3. Capable hands-on user of Tableau / Power BI / Advanced Excel.
4. Solid familiarity with leading or guiding MI / Reporting / BI functions.
5. Excellent capabilities in creation of excel based demand / forecast models (Erlang theory desirable).
6. Strong delivery focus - able to work in a fast-paced change-embracing setting.
7. Exemplary communication, presentation, and decision-making abilities.
Please register your interest in the MI Development & Resource Planning Manager position by applying as directed.
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