Workforce Planner

Role: Workforce Planner

Business Function: Operations

Hours: 35 hours per week (full time)

Salary: depending upon experience

Role overview:

We are 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 award ed 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, with our COO awarded Highly Commended in the Contact Centre Leader of the Year category.

Workforce Planner

An exciting opportunity for an experienced Resource Planner to join our 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. You must have experience in resource planning, workforce management, capacity planning or a similar analytical role.

Key responsibilities will include:

• Working closely with the Contact Centre Operations Manager & Team Managers to maximize resource efficiencies across shared service teams for a variety of channels, including Front Office & Back Office support to meet client demand.
• Design and preparation of schedules for the CX Team on an ongoing basis
• Managing shrinkage, negotiating adjustments to plans & optimizing schedules based on supply & demand trends.
• Support on new opportunity proposals modelling schedules and calculating head count requirements.
• Analyzing 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.
• Produce reporting to support continuous improvement sharing key KPIs and providing recommendations.
• Utilize excel skills to analyze, investigate and problem solve; provide robust data to direct and support operational change.
• Assist with 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 center 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 analyze large volumes of data multiple sources.