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Resource Planning Specialist

2 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Hadrian's Resourcing Solutions Full time
Resource Planning Lead

Hadrian's Resourcing Solutions is seeking a skilled Resource Planning Lead to join our team. As a key member of our operations team, you will be responsible for forecasting, scheduling, and capacity planning to ensure we meet client demand.

Key Responsibilities:

  • Work closely with the Head of Customer Experience and Team Managers to maximize resource efficiencies across shared service teams.
  • Analyze performance and make recommendations for improvements, performing weekly/monthly variance analysis to forecast reports and identify trends.
  • Ensure all staffing requirements and stringent SLAs are met in real time through effective scheduling and real-time management.
  • Manage KPI reporting for continuous improvement.
  • Utilize Excel skills to analyze, investigate, and problem-solve, providing robust data to direct and support operational change.
  • Assist with strategic projects linked to resource planning to help deliver increased value across the business.

Requirements:

  • Essential - Experience working in a contact centre environment and understanding the multi-channel resource planning cycle.
  • Self-motivated with a desire for continuous career growth and development as the business and role evolve.
  • The ability to work as part of an effective team, flexible and agile to support business needs.
  • High proficiency level in Excel, with the ability to analyze large volumes of data.