Resource Planner

3 weeks ago


Bristol, United Kingdom Cactus Search Full time

We are looking for an exceptionally talented Resource Planning Manager (Back office OR Contact Centre) professional to join a fast-paced multi-site business.

The individual we seek will be used to working in a highly fast paced operation and will look after resource planning, Scheduling & Capacity Planning.
- ** This role is 3 days PW in the office in Bristol, 2 days PW from home **_

Key Responsibilities:

- Responsible for maintaining accurate forecasting and scheduling demand management, and developing the resource plan by market.
- Delivering analysis of large volume trends to ensure accurate forecasting.
- Develop and deploy the right process to optimise the process of forecasting and tracking.
- Develop the right organisation of WFM and assignment.
- Manage the shift schedule process and operate to maximise SLA and staff satisfaction.
- Build real-time operation visualisation to improve the supervising operation efficiency.
- Maintain performance reports to track Customer Service team performance.
- Attend and Lead forecast update meetings as well as Performance review meetings.

**Technical skills and Abilities**
- Have experience in managing workforce management teams.
- Experience of Back Office OR Contact Centre resource planning is essential
- Proven track record of maintaining high levels of forecasting in a fast-paced industry.
- Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
- Knowledge of progress monitoring and reporting
- Having an analytical approach to problem solving
- Experienced with Microsoft packages, google apps, BI tool and SQL with the ability to learn new skills
- High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skills



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