Forecasting & Planning Manager.
Our Central Support Office based in Gosforth and is the bustling hub of Parkdean Resorts. This exciting place to work houses all the essential supporting functions for our 67 holiday parks along with our award winning Contact Centre. This modern office has a great feel, a mix of energetic knowledgeable professionals all working as one unified team to achieve Parkdean Resorts objectives. Based near the centre of Newcastle upon Tyne, it has great transport links. You will be responsible for resource forecast planning and reporting across the Sales and Service Centre ensuring that the resource requirements are met and service levels are met. Short term and long term forecasting models, adherence and rostering patterns including holiday allocation and shift allocation process. You will have exceptional excel skills that will support review and analysis of contact trends and recommend solutions to optimise effectiveness across voice and e-mail demand Day to day operational support of a growing contact centre operation across inbound and outbound sales. Drive operational excellence, efficiency improvements through effective resource planning and roster management. Improve efficiencies around contact centre technologies, workforce management tools and effective call flow utilisation across the Centre and UK hubs. Clearly defined processes and regular testing of tolerance levels around call handling rates, IVR routing, voice messaging and service delivery improvements. Help shape, define and deliver Centre KPIs around productivity and conversion and proactively report and review on performance to the Contact Centre Manager and the Head of Holiday Sales Identify opportunities to improve revenue streams by review of DDI lines and activity, recommending improvements Own the holiday allocation process for the centre team and develop the effectiveness of the workforce system QMAX - in line with HR policies To constantly monitor and propose eff...
Newcastle Upon Tyne