Virgin Airways Careers – Contact Centre Manager

Job Description:

In this exciting Contact Centre Resource Planning Manager role, you will be responsible for leading the real-time management of the contact centre resource planning provision supplied to the UK Contact Centre within the Contact Centre Planning Department.

Job Responsibilities:

• Cycle continuous improvement processes into future workforce planning models.
• Lead and develop a team of real-time analysts responsible for the accurate tracking of contact centre actual results vs. plan by channel and at an appropriate level of granularity.
• Lead and manages a team of Planning Analysts ensuring that processes are consistent, accurate and credible.
• Identify, promote and implement best practice real-time processes within the team and seeks out formal and informal internal and external recognition from networks.
• Provide timely data and commentary on reasons for variances between plan and actual.

Job Requirements:

• Confident communicator, able to convey complex messages and themes in a way that will engage others and drive understanding and consensus
• Ability to maintain excellent working relationships with Stakeholders and Peers and can promote confident through highly credible style
• Experienced people leader with proven track record of driving high engagement in a complex technical environment
• Expert in Resource/Capacity/Workforce Planning practices and procedures in contact centre environment across various channels (not just telephony)
• Previous user of and good working knowledge of Aspect eWFM software and available bolt-ons is desirable.
• A natural inquisitive and analytical mind who can balance this with ability to effectively engage and influence others

Job Details:

Company: Virgin Atlantic

Vacancy Type: Full Time

Job Location: Southampton, England, UK

Application Deadline: N/A

Apply Here

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