Resource Planning Lead

1 month 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, meet service-level targets, and identify opportunities for improvement. Your expertise in workforce planning and optimization will be crucial in driving efficiency and effectiveness across our Contact Centres.

Key Responsibilities
  • Develop 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
  • Create contingency models for 'what if' scenarios and provide insight on annual leave and unplanned events
  • Foster collaboration across the 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
  • Continuously 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 such as NICE inContact or Calabrio
  • A proactive ability to manage your own workload and challenge the status quo to improve performance and customer experience
  • Attention to detail, with good observation skills and an inquisitive nature to identify trends and issues ahead of impact
  • Strong analytical skills, with experience working with raw data sets to identify opportunities for improvement
  • 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, through sophisticated EPOS payments integrations, fast transactions, and a strong consumer restaurant app.

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.

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom Dojo Full time

    Resource Planning LeadAt Dojo, we're committed to empowering businesses to thrive in the experience economy. As a Resource Planning Lead, you'll play a critical role in ensuring our Contact Centres in Bristol and Hull operate at peak efficiency.Key ResponsibilitiesLead the resource planning team to optimize workforce allocation and meet customer...

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom Dojo Full time

    Resource Planning LeadAt Dojo, we're committed to empowering businesses to thrive in the experience economy. As a Resource Planning Lead, you'll play a critical role in ensuring our Contact Centres in Bristol and Hull operate at peak efficiency.Key ResponsibilitiesLead the resource planning team to optimize workforce allocation and meet customer...

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom Dojo Full time

    Resource Planning LeadAt Dojo, we're committed to empowering businesses to thrive in the experience economy. As a Resource Planning Lead, you'll play a critical role in ensuring our Contact Centres in Bristol and Hull operate at peak efficiency.Key ResponsibilitiesLead the resource planning team to optimize workforce allocation and meet customer...

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom Dojo Full time

    Resource Planning LeadAt Dojo, we're committed to empowering businesses to thrive in the experience economy. As a Resource Planning Lead, you'll play a critical role in ensuring our Contact Centres in Bristol and Hull operate at peak efficiency.Key ResponsibilitiesLead the resource planning team to optimize workforce allocation and meet customer...

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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...

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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...

  • Resource Planning Lead

    4 weeks ago

    Bristol, Bristol, United Kingdom Dojo Full time

    Resource Planning LeadAt Dojo, we're committed to empowering businesses to thrive in the experience economy. As a key member of our Operations team, you'll play a vital role in ensuring our Contact Centres in Bristol and Hull deliver exceptional service to our customers and colleagues.Key ResponsibilitiesLead our resource planning team to optimize resource...

  • Resource Planning Lead

    4 weeks ago

    Bristol, Bristol, United Kingdom Dojo Full time

    Resource Planning LeadAt Dojo, we're committed to empowering businesses to thrive in the experience economy. As a key member of our Operations team, you'll play a vital role in ensuring our Contact Centres in Bristol and Hull deliver exceptional service to our customers and colleagues.Key ResponsibilitiesLead our resource planning team to optimize resource...

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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...

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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...

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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...

  • Resource Planning Lead

    3 weeks ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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...

  • Resource Planning Lead

    3 weeks ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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...

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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...

  • Resource Planning Lead

    4 weeks ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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...

  • Resource Planning Lead

    4 weeks ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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...

  • Resource Planning Lead

    1 week ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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.Key ResponsibilitiesDevelop and maintain a workforce planning solution...

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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.Key ResponsibilitiesDevelop and maintain a workforce planning solution...

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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.Key ResponsibilitiesDevelop and maintain a workforce planning solution...

  • Resource Planning Lead

    1 month ago

    Bristol, Bristol, United Kingdom dojo Full time

    About the RoleWe 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.Key ResponsibilitiesDevelop and maintain a workforce planning solution...