Resource Planning Analyst

2 weeks ago

Bristol, Bristol, United Kingdom dojo Full time

Creating a more diverse, equitable and inclusive Dojo

Dojo's 150,000+ customers reflect the diversity of the UK High Street. Building teams with diverse backgrounds that are representative of the customer base which we serve is fundamental to creating innovative products at Dojo. Whoever you are, if you're passionate about your work, curious, relentless and customer-obsessed, you have a place at Dojo.

We want everyone to be the best they can be throughout the recruitment process; if you require any additional adjustments please let us know.

The Role

We're looking for a passionate and experienced Resource Planning Analyst to join the Forecast & Planning Team at Dojo. You will play a pivotal role in ensuring that we have the resources required to enable teams across our Contact Centres in both Bristol & Hull to provide the best possible service to our customers and colleagues.

The successful candidate will sit within our wider Performance Management function, working collaboratively with our forecasting team to manage resources and ensure we meet the demands of our customers. In the form of; calls, emails and digital contact, and the resource requirements to handle this contact within the target service levels. You will also be responsible for completing deep dive insight to understand fluctuations in performance and proactively identify opportunities to improve efficiency and effectiveness across Operations.

What you will do...

Develop and maintain a workforce planning and optimisation solution for Operations.Create accurate and fit-for-purpose schedules to ensure resources are allocated according to the plan, meeting service-level targets.Identify resourcing requirements by tracking attritionCreate contingency models for 'what if' scenariosProvide insight on annual leave for all departmentsSupport a wider planning team by creating templates used for accurate resource planning.Collaborate closely with the business to gain support and buy-in for the required staffing rotas and shrinkage measures in the plan.Continually review staffing against plan and work to improve and deliver efficiencies to plan.Provide feedback and impact analysis on unplanned eventsTake ownership of technical issues, raise with relevant departments and keep stakeholders abridged of progressSupport the wider Performance Management Team with analysis.Engage with our people teams to ensure alignment across departmentsContinually review forecasts and schedules to identify performance improvements and cost efficiencies

What you will bring...

Minimum 2 years experience working in a Resource Planning roleExperience with WFM platforms especially NICE inContact / CalabrioA self-starter who excels at managing their own workload and responsibilities, and is not afraid to challenge the status quo.Strong observation skills, inquisitive and challenging; always looking to improve performanceStrong analytical skills alongside experience working with raw data sets, identifying trends and issues ahead of impactAn effective communicator at all levels, who is able to build effective relationships across all departmentsStrong presentation skills, both written and oral.

Ideally, you will also have experience in...

Experience working within a Resource Planning Role within a Contact Centre environment is highly advantageous.Strong Excel (or Google Sheets) knowledge - the ability to build tracking spreadsheets and get the most out of our dataBI dashboarding and self-service tools, especially Looker.

About Dojo

We launched Dojo in 2019 to address business owners' pain points across the UK. Since then, we've seen incredible growth as a scaling fintech, welcoming over 150,000 customers and growing the Dojo team to 1,000+ people across five locations. In that time, we've also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 1,000 restaurants and 750,000 diners.

Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For diners, that means getting seated at their favourite restaurants with just a couple of taps on the Dojo app. Whether it's for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast.

Our values

At Dojo, we're curious. We have an insatiable desire to learn and innovate. And we're relentless. We persevere even when it's easier not to. But, we're nothing without our customers, who drive everything we do. From day one, Dojo was built on real customer pain points and every one of us is customer-obsessed.

Our way of working

Dojo has adopted a set of shared principles with the aim of increasing in-person collaboration and amplifying our 'Customer First' values. We encourage our employees to meet in-person over virtual meetings, and our communication is mostly asynchronous. Unlike most other businesses, we are intentionally avoiding a rules-based approach, and each team is empowered to make the arrangements that work best for their success. The answer to every scenario which tests these principles is: We trust you to use your judgement responsibly, in the best interest of our customers.

Find out more about our benefits and what it's like to work at Dojo at . Learn more about Life at Dojo on and

Refer to our for details on our data handling practices during your application.

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