Resource and Planning Manager

Contact Centres

Job Number: 18669

Location: Loughborough Contact Centre (126)

Contract: Full Time / Permanent


Resource Planning Manager


Are you looking for an opportunity to work in a highly innovative and agile team? If this sounds like you, we are seeking a highly motivated Resource and Planning Manager to work with us here, in our Contact Centre in Loughborough!


What are the main responsibilities?


Your duty is to lead the Resource Planning Team and be responsible for maximizing the efficiency of the contact center (circa 110 FTE) through planning, accurately forecasting short, mid and long-term contact rates and effective utilization of the workforce.

This role requires someone with the ability to identify opportunities for efficiencies through resourcing and support the Operations area to achieve contractually agreed service levels and business plans.

 You will work closely with the Senior Operation Management team to develop an ongoing plan based on capacity, forecasts, known areas of potential change, performance variances and environmental factors.


So what knowledge, skills and abilities do you need for this role?


  • Strong experience in team management, resource planning methodologies and service level dynamics for front and back office areas.
  • Knowledge of mathematical queuing theory, such as Erlang C.
  • Good understanding of workforce management operating practices and industry developments.
  • Effective resource planning in a fast paced and demanding environment that deals with a high volume of calls.
  • Strong communication, collaboration and influencing skills to work at all levels from Director to Agent and external third parties.
  • Knowledge of workforce management systems, specifically Injixo.
  • SQL \ Access databases, Noble and Harmony would also be advantageous


What would we like to see from you?


  • Commitment to excellence and demanding standards
  • Respect, collaboration and ability to influence cross-departmentally
  • Ability to work under pressure, multitask and deliver to set KPI’


Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.

It’s an exciting time to join us and find yourself a place in our growing success story, apply now.