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Workforce Planner 3-6 MONTH FTC

Workforce Planner 3-6 MONTH FTC

Posted 23 September by TeamJobs
Easy Apply Ended

An IMMEDIATELY available, fantastic project opportunity for an Workforce Planner to join an established national client for a 3-6 Month FTC within a Contact Centre environment.

You will be reporting into the the Management Information Analyst at their Head office in Gateshead. Responsible for the scheduling, forecasting and end-to-end planning function. Overseeing and directing both the planning and short/medium/long term scheduling of the contact centre operation. Assigning individuals to tasks in line with skill set, job locations and service levels.

EXPERIENCE REQUIRED:

You must have experience of:

  • At least 3-year minimum experience in resource planning or experience of working in a service delivery team
  • Experience with workforce management systems / highly advanced Excel skills

The following experience is desirable:

  • Good knowledge of industry best practice and software tools and processes
  • Understanding of KPI’s, reporting and constant improvement

KEY RESPONSIBILITIES:

  • Taking overall responsibility for capacity plans, FTE plans, attrition analysis and recruitment numbers
  • Designing, implementing and distributing shift patterns and schedules for campaigns to fit client requirements, staffing and productivity targets
  • Attending daily/weekly calls to present and discuss current resourcing position with internal stakeholders
  • Providing required management information to allow business areas to manage holidays effectively
  • Ensuring all individuals have a full schedule of work each day and are fully utilised to ensure maximum productivity
  • Developing processes, tools and KPIs to control and optimise resource scheduling
  • Ensuring all jobs are attended and completed within the required response time
  • Working with departments to understand demands and resources
  • Contacting field technicians to discuss tasks and where necessary reprioritising workloads
  • Using software to plan schedules and book in tasks

KEY BEHAVIOURS:

Planning and organising

  • Sets clearly defined objectives
  • Plans activities and projects well in advance and takes account of possible changing circumstances
  • Manages time effectively
  • Identifies and organises resources needed to accomplish tasks
  • Monitors performance against deadlines and milestone

Reference: 40949914

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