Resource Planning Specialist

21 hours 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 workforce management team, you will be responsible for developing and implementing strategic workforce planning initiatives to drive business growth and improve operational efficiency.

Key Responsibilities

  • Develop and maintain accurate long-term and short-term forecasts for our multi-channel contact centre operation, taking into account various business drivers and market trends.
  • Collaborate with our outsourced partners to ensure seamless forecasting and scheduling processes, adhering to contractual agreements and service level agreements.
  • Conduct regular variance analysis to identify trends and areas for improvement, and develop data-driven insights to inform business decisions.
  • Design and implement effective shift patterns to optimize performance and maximize agent satisfaction, considering factors such as location, agent groups, and outsourcing arrangements.
  • Monitor and analyze attrition, absence, and shrinkage rates, providing data-driven recommendations to optimize staffing levels and improve workforce productivity.
  • Ensure that all staffing requirements and service level agreements are met in real-time through effective scheduling and real-time management, identifying and mitigating potential risks.
  • Develop and maintain key performance indicators (KPIs) to measure the effectiveness of our workforce planning initiatives, working closely with our MI team to automate reports and provide actionable insights.
  • Utilize advanced Excel skills to analyze and investigate complex data sets, providing robust data-driven insights to inform business decisions and drive operational improvements.
  • Manage and optimize shrinkage in our contact centre, ensuring optimal use of resources and accurate record-keeping.
  • Proactively identify and mitigate potential issues within the current rota period, working closely with the resource planning team to fill gaps and ensure seamless operations.
  • Contribute to strategic projects linked to workforce planning, driving business growth and improving operational efficiency across the Clear Business group.

Requirements

  • Proven experience in resource planning, forecasting, and scheduling, with a strong understanding of workforce management principles and practices.
  • Excellent analytical and problem-solving skills, with the ability to interpret complex data sets and provide actionable insights.
  • Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.
  • Proficiency in Microsoft Excel and other relevant tools, with experience in data analysis and reporting.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Strong business acumen, with a deep understanding of the contact centre industry and its key drivers.
  • Experience working in a similar role, with a proven track record of delivering results and driving business growth.

What We Offer

  • A competitive salary and benefits package, including pension contributions and life assurance coverage.
  • Opportunities for career growth and professional development, with a focus on continuous learning and skill-building.
  • A dynamic and supportive work environment, with a strong emphasis on teamwork and collaboration.
  • Access to cutting-edge technology and tools, with a focus on innovation and process improvement.
  • A comprehensive well-being program, including mental health support, fitness programs, and employee assistance services.

About Clear Business

Clear Business is a leading provider of business services, offering a range of solutions to help small businesses thrive. With a strong focus on customer satisfaction and operational excellence, we are committed to delivering exceptional results and driving business growth.

How to Apply

If you are a motivated and experienced resource planning professional looking for a new challenge, please submit your application, including your resume and a cover letter outlining your qualifications and experience.

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