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Resource Planner

  • Location: Manchester
  • Salary: £24000-27000 DOE + Bonus per year
  • Job Type:Permanent

Posted almost 2 years ago

  • Sector: Front-Line Talent
  • Contact: Lucy Waddock
  • Expiry Date: 12 August 2022
  • Job Ref: LW/19304

Hybrid

​The Resource Planner will be responsible for forecasting, scheduling, and real time performance to support the contact centre in meeting its SLA’s and KPI’s.

Responsibilities of the role

• Provide and continuously maintain staffing forecast analysis and capacity planning (short and long term) in line with budget and operational needs

• To review, monitor and propose effective shift patterns to match business requirements and optimise performance, maximising Advisor satisfaction by providing flexible options whilst ensuring service is maintained

• Monitoring attrition, absence, and shrinkages with the foresight to make recommendations on recruitment and optimise staffing levels

• Ensure all staffing requirements and stringent SLAs are met in real time through effective scheduling and real time management and identifying/addressing risks.

• Deliver robust and reliable MI in relation to key forecasting and planning KPIs to ensure we meet resource demand and capacity for the contact centre.

• Utilise your excel skills to analyse, investigate and problem solve; provide robust data to direct and support operational change

• Manage shrinkage in the contact centre ensuring optimal use of resource each day and accurate record keeping.

• Pre-empt any imminent issues within the current rota period and work with the whole of the resource planning team to fill gaps in advance to avoid operational demand falling short.

• Assist with projects and other duties as requested or assigned

• Experience

• Experience in Capacity Planning and forecasting FTE requirements

• An excellent understanding of resource planning methodologies

• Experience of workforce management system (Injixo preferred)

• Ability to create reports in excel and forecast results

• Attention to detail and high level of accuracy

• Ability to multi-task, focus and complete reports for extended periods of time

• Able to communicate professionally – oral and written

• Problem solving skills

• 1+ years of experience in a contact centre environment

• 1+ years previous experience in a Workforce Management role as an RTA or Analyst.

• Able to work under pressure to ensure challenging deadline are met in a fast-paced environment

• The self-motivation to develop yourself and play a key part in developing the resource planning function.

• IT literate, with knowledge of the effective use of Microsoft (Word, excel, PowerPoint); essential.

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