Resource Optimization Manager

3 weeks ago

Bristol, Bristol, United Kingdom dojo Full time

Diversity, Equity, and Inclusion at Dojo

At Dojo, we are committed to fostering a diverse and inclusive environment that reflects the variety of businesses we serve, from local bakeries to renowned restaurants across the UK.

Our focus on diversity, equity, and inclusion is essential for enhancing employee satisfaction and driving innovation to improve customer experiences.

If you are passionate about your work, possess a curious mindset, and prioritize customer needs, you will find a welcoming space at Dojo.

We encourage you to inform us of any adjustments you may need during the recruitment process to help you succeed.

The Role

We are seeking a talented Resource Optimization Manager to lead our resource planning team. This role is pivotal in ensuring our Contact Centers operate efficiently, delivering exceptional service to both customers and colleagues.

Your responsibilities will include collaborating with our forecasting and real-time teams to manage resources effectively, addressing the demands of various communication channels such as calls, emails, and digital inquiries. You will conduct in-depth analyses to understand performance variations and proactively identify opportunities for enhancing operational efficiency.

Key Responsibilities...

  • Develop and maintain a workforce planning and optimization strategy for Operations.
  • Generate precise and effective schedules to ensure resource allocation aligns with service-level objectives.
  • Create contingency models for various scenarios, providing insights on leave management and analyzing the impact of unforeseen events.
  • Promote collaboration across the Performance Management team and other departments, serving as the primary contact for all resource planning stakeholders.
  • Engage with the business to secure support for staffing schedules and necessary adjustments.
  • Continuously assess forecasts and schedules to pinpoint performance enhancements and cost-saving opportunities.
  • Mentor and develop Resource Planning Analysts, managing their performance through actionable plans and growth discussions.
  • Propose process improvements and initiatives within the department, facilitating their implementation as needed.

What You Will Bring...

  • A solid background in resource planning within a contact center setting, with proficiency in workforce management platforms, particularly NICE inContact or Calabrio.
  • A proactive approach to managing your workload and challenging existing processes, always seeking to enhance our services for both employees and customers.
  • Strong attention to detail, keen observational skills, and an inquisitive mindset focused on performance improvement and issue anticipation.
  • Excellent analytical abilities, with experience in working with raw data sets to identify trends and potential issues before they arise.
  • Effective communication skills across all levels, with the capability to build strong relationships throughout the organization.
  • Proficient presentation skills, both written and verbal.
  • Demonstrated leadership capabilities, with a passion for teamwork and motivating others. Experience managing small to medium-sized teams is preferred.

About Dojo

Founded in 2009, Dojo has over 15 years of experience in the payments industry, serving more than 140,000 customers worldwide.

Our mission is to empower businesses to excel in the experience economy by developing tools and technologies that transform transactions into meaningful relationships.

We achieve this through advanced EPOS payment integrations, rapid transaction processing, hospitality bookings, and a robust consumer restaurant application.

Our Values

At Dojo, we embrace curiosity, resilience, and a customer-centric approach. If these values resonate with you, we would love to connect.

Work Culture

We value collaboration and have a dynamic work environment across multiple locations in Europe. While we appreciate the importance of in-person interactions, we also promote asynchronous communication when possible.

At Dojo, we trust our teams to make decisions that best serve our customers, fostering an environment free from rigid policies.

Explore our benefits and learn more about our workplace culture to see if Dojo is the right fit for you.

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