Resource and Real Time Planner

3 days ago

Burnley, United Kingdom Liberata Full time

Looking for a rewarding new career?

Looking for a great work life balance?

You have come to the right place, as we are only open MONDAY to FRIDAY 7:30 - 5:30 and don’t work Bank Holidays

**Your new job description**:
As a Resource and Real Time Planner you will forecast demand as well as maintain and manage workforce schedules in line with demand (predominantly in a Contact Centre environment to begin with but potentially delivering to the wider business).

You will utilise the forecasts to ensure scheduling of FTE is accomplished to achieve the best possible service levels for our customers.

You will also support the Real Time Analyst with real time support ensuring capacity within the Contact Centre is handling demand in the most effective and efficient way.

Your primary office site will be Burnley, hybrid working can be available if required.

Travel to other Liberata sites maybe required from time-to-time.

**Key tasks and responsibilities**:

- Ensure that optimum service levels are achieved within the contact centre on a monthly/daily basis to drive up service level performance.
- Liaise with the WFM leader and Operations Teams to anticipate any events that may impact scheduling and performance.
- Identify and analyse the root cause of issues causing SLA failures - support the Leadership team in identifying corrective and preventative actions.
- Perform Workforce Management activities such as assisting with forecast planning, scheduling, approval of annual leave and any associated offline requests.
- Analyse performance metrics and trends such as processing times, talk time, handling time, calls offered and feedback to stakeholders with areas of improvement.
- Help to identify any deficits in the resource plan and identify solutions to overcome.
- Maintain schedules and planning with regular repeating activities as well as any ad hoc activities.
- Monitor adherence reports to look at effectiveness of schedules and feedback any areas of concern to the WFM leader.

**Essential Skills and Attributes**:

- Previous Resource Planning and Real Time experience in a Contact Centre environment.
- Proficient in using Excel or other data systems to analyse and manage data sets.
- Ability to adopt to shifting priorities, demands and timelines.
- Ability to gather, interpret and present information in a clear and concise format.
- Experience of Workforce Management tools (Genesys Cloud CX 3 preferred).
- Understanding of forecasting and scheduling.

Liberata is one of the UK’s leading providers of business process outsourcing and support services for the public and commercial sectors.

Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner. Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.

Many of our services and solutions are available for procurement under various Government frameworks.

  • Supply Chain Planner

    2 weeks ago

    Burnley, United Kingdom Velocity PLC Full time

    **Supply Chain Planner, Location: Burnley, Salary: £26k rising to £30k after probation + benefits, 25 days holiday + bank holidays, free car park. Working 39hrs per wk - 7:15am to 4pm Monday to Thursday and 7:30am to 1:15pm on Friday** Velocity Composites plc are the leading supplier of composite material kits to aerospace and other high-performance...

  • Programme Planner

    2 weeks ago

    Burnley, United Kingdom Canal & River Trust Full time

    About the Trust We're one of the UK’s biggest charities and we care for 2,000 miles of canals, rivers, docks and reservoirs because we believe life is better by water. We're looking for people who support our cause and want to make a difference for future generations. Could this be you? Along with our waterways we also manage museums, archives and the...

  • Network Planner

    2 weeks ago

    Burnley, United Kingdom Team Pennine Full time

    We’re after an experienced scheduler to join our network planning team based at Burnley. You’ll manage schedules for a number of our depots; review real time information; design new timetables and contribute to our network design, tenders and business development. There’ll be opportunity to develop yourself in other skills. If you bring the passion, we...

  • Maintenance Planner and Coordinator

    1 week ago

    Burnley, United Kingdom Brsk Full time

    **Maintenance Coordinator and Planner - Telecommunications** **About Brsk** Brsk is a UK based, full fibre provider that is rolling out a new 1 gigabit per second broadband network to homes and businesses across the UK. With an average broadband speed of 64mbps, the UK is ranked amongst the lowest in Europe for its poor internet connectivity. Over the...

  • Transport Planner

    1 week ago

    Burnley, United Kingdom EFS Full time

    EFS Global is a fast-growing Logistics company based in Burnley with over 26 depots throughout the UK. We are currently recruiting for Transport Planner, to join our experienced team at Head Office. The Transport Planner is a key member of the transport team and primarily responsible for overseeing the smooth day to day planning of pallet networks...

  • Retail Space Planner

    1 week ago

    Burnley, United Kingdom The Original Factory Shop (Head Office) Full time

    Established in 1969, The Original Factory Shop brings big brands at bargain prices to your local high street. With stores nationwide, our colleagues work as one team and always have fun to bring our customers the thrill of a bargain. We care about our customers and colleagues and strive to get the job done; brilliantly to bringing you best big brands with up...

  • Material Planner

    7 days ago

    Burnley, United Kingdom BCW Manufacturing Group Full time

    Due to continued growth we are looking for a **Material Planner & Purchasing Assistant** As part of the purchasing team you will ensure that the supply of materials meet the production schedule and minimum stock levels to ensure operational and production continuity. You will need to deliver efficient, effective and flexible solutions to meet production...

  • Production Planning Manager

    18 hours ago

    Burnley, United Kingdom Winsearch Full time

    Master Scheduler/Senior Production Planner Burnley 4 Day Working Week Days- 38 Hours £40,000-£50,000 (Dependent on Experience) My Client who is a leading manufacturer within their field is seeking an experienced Master Scheduler/ Planning Manager to join their team due to continued growth and expansion. This role will involve building and maintaining the...

  • Project Planner

    5 days ago

    Burnley BB DF, United Kingdom LCM Environmental Full time £25,000 - £35,000 per year

    Job SummaryWe are looking for a highly organised and detail-focused Project Planner to join our team. In this pivotal role, you will be responsible for creating, maintaining, and monitoring project schedules to ensure timely and efficient delivery. You'll work closely with project teams, using advanced planning tools to support operational success and meet...

  • Production Planner

    2 weeks ago

    Burnley BB SY, United Kingdom ENTER Engineering Full time £30,000 - £35,000 per year

    Production PlannerLocation: Burnley, UKDepartment: Production – PlanningThe Role :We're looking for a Production Planner to take the lead in ensuring that production meets customer demand efficiently and reliably. You'll manage production schedules, coordinate materials, and play a key role in shaping the way the business operates — especially as the...