Resource Planning Manager - Call Centre

Resource Planning Manager - Contact Centre

Full-Time, Permanent

Location: Sutton Coldfield, West Midlands (Office-Based)

Salary: £45,000 - £50,000 per annum

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.

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.

This role is ideal for a candidate who has:

• 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.

What we provide to you:

• Annual salary of up to £35,000 (DOE).


• Company Target Driven Bonus.