Resource Planning Lead

4 weeks ago

Bristol, Bristol, United Kingdom dojo Full time
About the Role

We are seeking an exceptional Resource Planning Lead to join our team in Bristol. As a key member of our Operations team, you will be responsible for leading our resource planning function to ensure we have the right resources in place to deliver exceptional customer service.

You will work closely with our forecasting and real-time teams to manage resource allocation, meeting the demands of calls, emails, and digital contact. Your expertise will be crucial in identifying opportunities to improve efficiency and effectiveness across Operations.

Key Responsibilities
  • Create and maintain a workforce planning and optimization solution for Operations
  • Produce accurate and fit-for-purpose schedules to ensure resource is deployed in line with plan to achieve service-level targets
  • Develop contingency models for 'what if' scenarios and provide insight on annual leave for all departments
  • Foster collaboration across the wider Performance Management team and other functions to ensure alignment and effective resource planning
  • Work with the business to gain support and buy-in for required staffing rotas and shrinkage measures in the plan
  • Continually review forecasts and schedules to identify performance improvements and cost efficiencies
  • Coach and develop our Resource Planning Analysts, managing their performance through action plans and growth conversations
  • Suggest process improvements and initiatives across the department, supporting and facilitating implementation where required
What We're Looking For
  • A strong background in resource planning within a Contact Centre environment, with experience with WFM platforms, particularly NICE inContact/Calabrio
  • A proactive ability to manage your own workload and challenge the status quo, always looking to improve performance and anticipate issues
  • Attention to detail, with good observation skills and an inquisitive nature
  • Strong analytical skills, with experience working with raw data sets to identify trends and issues
  • An effective communication style at all levels, with the ability to build relationships across departments
  • Presentation skills, both written and verbal
  • Excellent leadership skills, with a passion for working as part of a team and driving motivation
About Dojo

Dojo is a leading payments company, serving over 140,000 businesses across the UK. We're committed to empowering businesses to thrive in the experience economy, creating tools and tech that turn transactions into meaningful relationships.

We're a dynamic and collaborative team, with a strong focus on customer obsession, curiosity, and relentless improvement. If you're passionate about delivering exceptional customer service and driving business growth, we'd love to hear from you.

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