Role: Resource Planning Lead (part time)                                                    

Business Function: Operations 

Location: Gateshead Office / Hybrid (min 2 days)

Hours: 20-25 hours per week (min 4 days)

Salary: depending upon experience

Role overview:

My client is a Customer Experience service provider offering clients in the Fintech industry a multi-lingual, omni channel solution. Based in the North-East of England their Customer Experience teams are centric to the exceptional service they offer clients and their users and are extremely proud at being awarded the Judges Special Award at the 2023 North East Contact Centre Awards (NECAA), and in 2024 were UK Contact Centre Award (UKCCA) Finalists across multiple categories.

The business operates 365 days a year, 24 hours a day and have dedicated teams that support these requirements who work on a rota basis hybrid based. Due to continued growth plans, we need to appoint a permanent Resource Planning Lead who will take responsibility for forecasting, scheduling and capacity planning providing insight on existing and future resource requirements as the organisation scales.

An exciting opportunity for an experienced Resource Planner to join the established team, bringing expertise and knowledge from with Contact Centre industry looking for a role which offers the opportunity to shape and develop the function within the organisation.

Key responsibilities will include:

• Working closely with the Head of Customer Experience & Team Managers to maximise resource efficiencies across shared service teams for a variety of channels, including Front Office & Back Office support ensuring meets client demand.
• Managing shrinkage, negotiating adjustments to plans & optimising schedules based on supply & demand trends.
• Support on new opportunity proposals modelling schedules and calculating head count requirements.
• Analysing performance and making recommendations for improvements performing weekly/ monthly variance analysis to forecast reports, identify trends and conduct regular re-forecasts.
• Ensure all staffing requirements and stringent SLAs are met in real time through effective scheduling and real time management and identifying/addressing risks.
• Manage KPI reporting for continuous improvement
• Utilise excel skills to analyse, investigate and problem solve; provide robust data to direct and support operational change.
• Assist with strategic projects linked to resource planning to help deliver increased value across the business.
• Work alongside other functions within the business including finance, account management, implementations and sales.

Key qualities & experience required includes:

• Essential - Experience working in a contact centre environment and understanding the multi-channel resource planning cycle.
• Experience of working with Workforce Management (WFM) systems.
• Excellent written & verbal communication skills with the ability to communicate professionally across all mediums with both internal & external stakeholders confidently.
• Self-motivated with the desire for continuous career growth & development as the business & role evolves.
• The ability to work as part of an effective team, flexible and agile to support business needs.
• Strong negotiating skills with an ability to influence stakeholders.
• Consultative, pro-active & solutions focused outlook.
• High proficiency level in Excel, with the ability to analyse large volumes of data.