Resource Planner (Contact Centre)
Preston

About the Role

Resource Planner – (Contact Centre - Customer Service)
Circa £27,000 - plus great above-average benefits
Preston - Lancashire - Hybrid working
 
We have a fantastic opportunity for a Resource Planner with a client of ours who’s head office is based in Preston. 
 
In this role, the successful applicant will be responsible for the implementation and ongoing improvement of our client's resource planning process: ensuring that the right people are allocated the right work.
 
In this role, you will work with key stakeholders in the business to identify opportunities to improve the performance and member experience through the achievement of SLAs and intelligent allocation of resource, workflow and skill sets.
 
The role will require a proactive and or a responsive approach to planning resource allocation. You will be instrumental in the allocation of work ultimately ensuring SLAs are delivered.

Key Responsibilities:

  • Using all known data, historic trend information, work volumes, statutory deadlines, member behaviour and knowledge of SLAs and work priorities, identify resource gaps and move staff accordingly to ensure SLAs are achieved
  • Allocate work to casework teams using all available information sources to ensure resource is effectively utilised and geared towards delivery of SLAs 
  • Standardise work allocation across teams – constantly review efficiency of allocation and optimise resource
  • Monitor adherence to resource plan
  • Analyse live performance metrics and predicted work volumes alongside available resource and competency levels to better allocate staff to teams on a daily, weekly, monthly basis
  • Support the set up and creation of work cases which are received in bulk but need to be fed into the workflow with the aim of smoothing peaks
  • Ensure working patterns and rotas are aligned with business needs
  • Constantly review upcoming work volumes to identify efficiencies and create capacity
  • Minimise unnecessary work within the workflow system to create capacity
  • Review absence and staff leave to ensure suitable cover is allocated to cover work volumes
 
About You:
  • Standardise work allocation across teams – constantly review efficiency of allocation and optimise resource
  • Monitor adherence to resource plan
  • Analyse live performance metrics and predicted work volumes alongside available resource and competency levels to better allocate staff to teams on a daily, weekly, monthly basis
  • Support the set up and creation of work cases which are received in bulk but need to be fed into the workflow with the aim of smoothing peaks
  • Ensure working patterns and rotas are aligned with business needs
  • Constantly review upcoming work volumes to identify efficiencies and create capacity
  • Minimise unnecessary work within the workflow system to create capacity
  • Review absence and staff leave to ensure suitable cover is allocated to cover work volumes
 
Please feel free to apply attaching your CV and we will get back to you with feedback.

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