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Resource Optimization Manager
2 months ago
Diversity, Equity, and Inclusion at Dojo
At Dojo, we are committed to fostering an inclusive environment that reflects the diverse businesses we serve. Our mission is to create innovative solutions that enhance customer experiences by building teams that mirror our clientele.
The Role
We are seeking a talented Resource Planning Lead to oversee our resource planning division. In this pivotal role, you will ensure that our Contact Centers are equipped with the necessary resources to deliver exceptional service to our 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. You will conduct in-depth analyses to understand performance variations and proactively seek opportunities for operational enhancements. This position involves both leadership and hands-on resource planning activities, exemplifying a lead-by-example approach.
Key Responsibilities...
- Develop and sustain a workforce planning and optimization framework for Operations.
- Generate precise and practical schedules that align resource deployment with service-level objectives.
- Create contingency models for various scenarios, analyze annual leave across departments, and assess the impact of unforeseen events.
- Encourage collaboration to ensure alignment with the broader 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 shrinkage strategies.
- Continuously assess forecasts and schedules to identify performance enhancements and cost-saving opportunities.
- Mentor and develop Resource Planning Analysts, managing their performance through targeted action plans and developmental discussions.
- Propose process improvements and initiatives within the department, facilitating implementation as necessary.
What You Will Bring...
- A robust background in resource planning within a Contact Center setting, with experience in Workforce Management platforms, particularly NICE inContact or Calabrio.
- A proactive approach to managing your workload while challenging existing processes to enhance outcomes for both employees and customers.
- Strong attention to detail, excellent observational skills, and a curious mindset focused on performance improvement and issue anticipation.
- Exceptional analytical abilities with experience in handling raw data sets to identify trends and potential issues.
- Effective communication skills across all organizational levels, with a talent for building strong relationships.
- 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 providing innovative tools and technology that transform transactions into meaningful relationships.
We value collaboration and have a dynamic presence across Europe, fostering a culture that prioritizes team autonomy and customer-centric decision-making.
Explore our benefits and discover what it’s like to work at Dojo.
