Workforce Optimisation Planner
Newcastle under Lyme

Permanent vacancy
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What you'll need to do Our Client's people are their greatest asset, and you will play a pivotal role in the development of their customer operations, helping them forecast, plan and deliver their resource requirements across all their UK ventures. Specifically, you will manage the resource planning for Customer Support, Player Relations and UK Community Chat team with the potential for more in the future.

You will bring your conceptual and analytical thinking to the role, operate efficiently and plan for future developments in our business. You will also need to bring top quality communication skills to the party, being able to influence at all levels with confidence and expertise.

The role
Calculate resourcing levels within a complex, constantly changing customer operation so that the customers consistently receive world class customer experiences from our operational teams.
Manage the creation, publishing and adherence to all relevant working schedules that balances the requirements of the business and continual focus on employee welfare and engagement.
Ensure those schedules have sufficient resilience and flexibility to balance SLA targets with employee engagement.
Ensure operational shrinkage is well understood by all stakeholders and planned for (e.g. new starter induction planning, product training, personal development).
Perform continual analysis of current performance and conduct real time re-forecasting to make necessary adjustments to resourcing plans.
Analyse resource information to identify trends and provide meaningful insight to the operation.

Your experience and skills
Instinctively service-orientated, you should be able to demonstrate a thorough knowledge and passion for Contact Centre and operational environments and the dynamics that impact operational performance.
Recent and demonstrable experience in planning, forecasting and resource optimisation in a customer operation or contact centre environment.

For further information on package and full job spec please contact us.
We continually demonstrate our dedication by exceeding our clients’ expectations each and every time we work together.