Workforce Optimization Expert
6 days ago
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 the needs of our customers.
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 contractual agreements.
- Outsourcing and Partnerships: Collaborate with our outsourcing partners to ensure that their staffing requirements are met, while also adhering to contractual agreements and optimizing performance.
- Shift Pattern Optimization: Review, monitor, and propose effective shift patterns to match business requirements, maximizing agent satisfaction and performance while considering factors such as location and agent groups.
- Workforce Management: Monitor attrition, absence, and shrinkage, making recommendations on recruitment and optimizing staffing levels to ensure that all staffing requirements and service level agreements (SLAs) are met in real-time.
- Reporting and Analysis: Manage KPI reporting for continuous improvement and work with our MI team to automate reports using Power BI, providing robust data to support operational change.
- Problem-Solving and Data Analysis: Utilize your Excel skills to analyze, investigate, and problem-solve, providing data-driven insights to inform business decisions.
- Shrinkage Management: Manage shrinkage in the contact centre, ensuring optimal use of resources and accurate record-keeping.
- Operational Risk Management: Pre-empt imminent issues within the current rota period and work with the resource planning team to fill gaps in advance, avoiding operational demand falling short.
- Strategic Projects: Assist with strategic projects linked to resource planning to help deliver increased value across the Clear Business group.
- Experience: Current experience of working in resource planning, forecasting, scheduling, and real-time management.
- Skills: Excellent understanding of resource planning methodologies, experience with workforce management systems (Injixo preferred), and strong Excel skills.
- Qualifications: 1+ years of experience in a contact centre environment, 1+ years previous experience in a Workforce Management role as a RTA or Analyst, and IT literacy with knowledge of Microsoft Office.
Clear Business is a leading provider of essential services to small businesses in the UK. We offer a range of services, including phone, broadband, mobile, water, gas, green electricity, payment services, and insurance. Our goal is to simplify our customers' lives and make our colleagues' experiences more rewarding.
What We Offer- Pension Contributions: We offer pension contributions and life assurance coverage to our employees.
- Discounts: Our employees enjoy generous discounts at numerous high street and online retailers.
- Annual Leave: We offer 25 days of annual leave, increasing to 28 days based on tenure.
- Hybrid Working Model: We offer a hybrid working model, allowing employees to work remotely for three days a week.
- Charity Fundraising: We engage in charity fundraising and volunteering activities as part of our giving back initiative.
- On-Site Amenities: Our employees enjoy fantastic on-site amenities, including a complimentary gym, free parking, a subsidized café, and an on-site bar for social gatherings.
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