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Resource Planning Manager

2 months ago

London, Greater London, United Kingdom Dojo Full time

Job Summary

We are seeking an exceptional Resource Planning Lead to join our team at Dojo in Bristol. As a key member of our Operations team, you will be responsible for leading our resource planning team to ensure we have the necessary resources to provide the best service possible to our customers and colleagues.

Key Responsibilities

  • Lead the resource planning team to manage resource, meeting the demand of calls, emails, and digital contact.
  • Work with our forecasting and real-time team to manage resource and identify opportunities to improve efficiency and effectiveness across Operations.
  • Create and maintain a workforce planning/optimisation solution for Operations.
  • Foster collaboration to ensure alignment across the wider Performance management team and other functions.
  • Continually review forecasts and schedules to identify performance improvements and cost efficiencies.
  • Coach and develop our Resource Planning Analysts.
  • Suggest process improvement and initiatives across the department.

Requirements

  • Strong background in resource planning within a Contact Centre environment.
  • Experience with WFM platforms, especially NICE inContact / Calabrio.
  • Strong analytical skills and experience working with raw data sets.

About Dojo

Dojo payments serve over 140,000 places across the UK, and we are committed to building teams that reflect the diversity of the businesses we serve. We believe that diversity, equity, and inclusion are fundamental to creating relevant, innovative products and helping employees thrive.