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Contact Centre

Resource Planner

Location: Other
Posted: 12/08/2022

Salary: £26,000 p/a
Job Type: Permanent

We’re excited to be recruiting for a Resource Planner to join our client’s friendly and busy team based in Swindon! Our client provides cost-effective solutions for the strategic management of estates and services. As a Resource Planner, you will be handling the day-to-day schedules of contact centre operators.

Key responsibilities:

  • Ensuring the appropriate planning, forecasting, and resources are in place for the effective management of Operator schedules
  • Monitoring and optimising performance of all contact centre teams
  • Producing daily schedules for contact centre teams
  • Developing and maintaining a central database regarding contact centre statistics
  • Continually looking to improve systems and processes
  • Conducting ongoing research to reach forecasting and resource requirements
  • Maintaining KPI database and providing regular updates for Management
  • Ensuring compliance with all contact centre processes and procedures
  • Conducting regular meetings with both Management and Contact Centre Operators  
  • Providing long and short-term recruitment plans to meet contact centre requirements

Qualifications and skills:

  • Proven knowledge and experience gained within a contact centre environment
  • A track record of delivering and implementing Workforce Management strategies
  • Knowledge of contact centre resource planning tools and techniques
  • Strong problem solving and analytical skills
  • A team player who supports colleagues to achieve goals and objectives

Experience and knowledge in Facilities Management and/or Contact Centre is desirable but not essential.

Applications are being considered this week so please apply asap if this role is of interest to you!