Resource Planning Specialist

6 days ago

Sale, Trafford, United Kingdom Clear Business Full time
About the Role

We are seeking a highly skilled Resource Planning Specialist to join our team at Clear Business. As a key member of our operations team, you will play a critical role in ensuring the efficient allocation of resources to meet our business objectives.

Key Responsibilities
  • Forecasting and Budgeting: Develop and maintain accurate long-term and short-term forecasts and budgets for our multi-channel contact centre operation, taking into account various factors such as business change and driver analysis.
  • Outsourcing Partnerships: Collaborate with our outsourcing partners to prepare and maintain accurate forecasts, ensuring compliance with contractual agreements and adjusting FTE requirements as needed.
  • Variance Analysis: Conduct regular variance analysis to identify trends and areas for improvement, and re-forecast as necessary to ensure alignment with business objectives.
  • Shift Pattern Optimization: Review, monitor, and propose effective shift patterns to maximize performance and agent satisfaction, taking into account factors such as location, agent groups, and outsourcing partners.
  • Attrition and Absence Management: Monitor and analyze attrition, absence, and shrinkage rates, making recommendations for recruitment and staffing optimization to ensure business objectives are met.
  • SLA Management: Ensure all staffing requirements and Service Level Agreements (SLAs) are met in real-time through effective scheduling and real-time management, identifying and addressing potential risks.
  • KPI Reporting: Develop and maintain KPI reporting to drive continuous improvement, working closely with our MI team to automate reports using Power BI.
  • Data Analysis: Utilize Excel skills to analyze, investigate, and problem-solve, providing robust data to inform operational change and drive business growth.
  • Shrinkage Management: Manage shrinkage in the contact centre, ensuring optimal use of resources and accurate record-keeping.
  • Operational Risk Management: Identify and mitigate potential operational risks, working closely with the resource planning team to fill gaps and ensure business objectives are met.
  • Strategic Projects: Assist with strategic projects linked to resource planning, driving increased value across the Clear Business group.
Requirements
  • Experience: Current experience in resource planning, forecasting, scheduling, and real-time management, with a focus on contact centre operations.
  • Skills: Excellent Excel skills, attention to detail, and high-level accuracy, with the ability to work successfully as part of a team and communicate effectively.
  • Qualifications: 1+ years of experience in a contact centre environment, with a focus on workforce management and resource planning.
About Clear Business

Clear Business is a leading provider of essential services to small businesses in the UK, offering a range of products and services including phone, broadband, mobile, water, gas, green electricity, payment services, and insurance. We are committed to creating an inclusive team and celebrating our diversity, and we are passionate about creating an environment where our colleagues can thrive.

What We Offer
  • Pension Contributions: We offer pension contributions and life assurance coverage to support your financial well-being.
  • Discounts: Enjoy generous discounts at numerous high street and online retailers.
  • Annual Leave: Enjoy 25 days of annual leave, increasing to 28 days based on tenure.
  • Hybrid Working Model: Enjoy a hybrid working model, with the choice to work remotely for three days.
  • Comprehensive Well-being Support: Enjoy comprehensive well-being support, including round-the-clock access to a GP, mental health assistance, fitness programs, and complimentary legal and financial advice.

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