Job: Senior Resource Planner
Location: Ashford
Job Type: Permanent/full time (Hybrid working available after successful completion of probationary period)

Job Overview:

As a Senior Resource Planner, you will be responsible for effectively planning and managing the resources within the contact centre. Your primary focus will be on resource planning, data analysis, and forecasting to ensure optimal staffing levels and maximise operational efficiency. You will play a critical role in supporting the contact centre operations by providing accurate and timely resource allocation recommendations.

Responsibilities:

• Analyse historical data and trends to accurately forecast contact volumes, handle times, and staffing requirements
• Collaborate with various stakeholders, including Operations, Human Resources, and Training, to understand business goals and align resource planning strategies accordingly
• Monitor and track real-time contact volumes and agent availability to make necessary adjustments to staffing levels
• Conduct regular analysis and reporting on key performance indicators (KPIs) related to resource planning, such as service levels, occupancy rates, and adherence to schedules
• Identify and recommend process improvements to enhance resource planning efficiency and effectiveness
• Stay up-to-date with industry best practices and emerging trends in resource planning and contact centre operations

Qualifications and Skills:

• Proven experience in resource planning, data analysis, and forecasting within a contact centre environment
• Strong analytical and problem-solving skills, with the ability to interpret complex data sets and draw actionable insights
• Proficiency in using resource planning software and tools
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Strong attention to detail and the ability to prioritise and manage multiple tasks in a fast-paced environment
• Solid understanding of contact centre operations and key performance metrics
• Proactive and self-motivated, with a strong sense of accountability and ownership

Benefits:

• Incremental holiday allowance
• Ongoing personal training and development plans
• Hybrid working (after probation period)
• Modern offices with free parking on site
• Free fruit and snacks, fizzy drinks etc
• Regular fun events
• Health care cash plan