Resource and Real Time Planner

5 months ago


Burnley, United Kingdom Liberata Full time

Looking for a rewarding new career?

Looking for a great work life balance?

You have come to the right place, as we are only open MONDAY to FRIDAY 7:30 - 5:30 and don’t work Bank Holidays

**Your new job description**:
As a Resource and Real Time Planner you will forecast demand as well as maintain and manage workforce schedules in line with demand (predominantly in a Contact Centre environment to begin with but potentially delivering to the wider business).

You will utilise the forecasts to ensure scheduling of FTE is accomplished to achieve the best possible service levels for our customers.

You will also support the Real Time Analyst with real time support ensuring capacity within the Contact Centre is handling demand in the most effective and efficient way.

Your primary office site will be Burnley, hybrid working can be available if required.

Travel to other Liberata sites maybe required from time-to-time.

**Key tasks and responsibilities**:

- Ensure that optimum service levels are achieved within the contact centre on a monthly/daily basis to drive up service level performance.
- Liaise with the WFM leader and Operations Teams to anticipate any events that may impact scheduling and performance.
- Identify and analyse the root cause of issues causing SLA failures - support the Leadership team in identifying corrective and preventative actions.
- Perform Workforce Management activities such as assisting with forecast planning, scheduling, approval of annual leave and any associated offline requests.
- Analyse performance metrics and trends such as processing times, talk time, handling time, calls offered and feedback to stakeholders with areas of improvement.
- Help to identify any deficits in the resource plan and identify solutions to overcome.
- Maintain schedules and planning with regular repeating activities as well as any ad hoc activities.
- Monitor adherence reports to look at effectiveness of schedules and feedback any areas of concern to the WFM leader.

**Essential Skills and Attributes**:

- Previous Resource Planning and Real Time experience in a Contact Centre environment.
- Proficient in using Excel or other data systems to analyse and manage data sets.
- Ability to adopt to shifting priorities, demands and timelines.
- Ability to gather, interpret and present information in a clear and concise format.
- Experience of Workforce Management tools (Genesys Cloud CX 3 preferred).
- Understanding of forecasting and scheduling.

Liberata is one of the UK’s leading providers of business process outsourcing and support services for the public and commercial sectors.

Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner. Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.

Many of our services and solutions are available for procurement under various Government frameworks.


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