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Resource Planner

About the Role

You will report into the Scheduling Team Leader and provide continued support with scheduling and planning the engineering/ call centre resources. This is an opportunity to join a customer centric organisation that provide a constant stream of fresh challenges and progression options for their employees.

About the Role:

  • Accountable for the daily/weekly/monthly absence and adherence management and reporting including return to work interviews.
  • Management of the work orders to field engineers and seat capacity and FTE utilisation across multiple teams in order to consistently deliver high quality service performance level for customers
  • Responsible for ensuring the workforce management application is maintained accurately
  • Responsible for proactively monitoring key metrics across all channels against forecasts and ensure deviations are highlighted, investigated and resolved promptly and decisively ensuring service performance is not compromised.
  • To support with the resource scheduling & forecasting for impact on Service

Required Skills and Experience:

  • Resource Planning/ Scheduling experience within a contact centre/ facilities management environment would be advantageous
  • Strong analytical experience essential
  • Excellent working knowledge of Excel
  • Strong communication skills and ability to build relationships internally

constantly on the hunt for the best candidates