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!