Resource Planner

£33000 - £35000 per annum
Ashford
Kent
Permanent
WFM
BH-3773-TCRP
CCP has been asked by an established financial services organisation to assist them with the appointment of an experienced Resource Planner to join their ambitious team as soon as possible. This is a full time, permanent position working Monday to Friday. There is flexibility for shifts to fall within their operational hours of 8:30am - 8:30pm, totalling 37.5 hours a week. There is also a genuine emphasis on a healthy work life balance. You will be required to work on site in their modern, vibrant, open space office. For the initial few months, once fully proficient there is scope to work 1 or 2 days a week from home.
 
As a Resource Planner, you will work closely with and influence the Contact Centre Manager and key stakeholders to improve forecasting abilities, performance reporting and resource strategies. You will enable intelligent decision making through thorough data and trend analysis from a variety of systems (Excel, Power BI, Avaya, SQL). Working with an FTE of circa 40, this role would suit a candidate who is hands on and robust, with a desire to drive efficiencies.
 
Responsibilities:
  • Create and maintain accurate forecasts for inbound, outbound, and digital channels by using historical trends and latest insight.
  • Offer robust scheduling plans to co-ordinate all off phone activity including team meetings, coaching sessions/training, ensuring that service standards and efficiency levels are maintained.
  • Create and maintain staffing models, which will help to accurately track, predict, and support recruitment, staffing and the wider forecasting and budget process.
  • Constantly use data and latest insight to refine assumptions, forecasting models and approaches to optimise staffing levels.
  • Collaborate with key stakeholders to gather and interpret business insights, continuing to refine and improve to drive better customer outcomes.
  • Work closely with key stakeholders and Senior Leadership team to support delivery of cross functional objectives, using data insight to champion change.
  • Maintain a world class customer experience through accurate forecasting detailed knowledge around customer activity and methodology.
  • Track and report manpower expenditure and identify risk against budget, working closely with stakeholders and contributing to the overall recruitment strategy.
  • Critically analyse and provide deep dive analysis, proposing a clear strategy to reduce/mitigate risk.
 
Skills, Experience and Criteria:
  • Experience within a similar role, ideally within a multichannel contact centre.
  • Demonstrate knowledge of forecasting, monitoring, and reporting in a resource planning role.
  • Numerate and analytical, with the ability to identify areas of improvement.
  • Excellent proficiency in Microsoft Excel, including advanced functions and data analysis.
  • Experienced planner and problem solver, with the ability to analyse, interpret and share insights.
  • Strong communication and presentation skills, while displaying professional behaviour.
  • Able to prioritise workload and work under pressure, maintaining attention to details against deadlines.
  • Knowledge of SQL and data modelling.
  • Experience using Power BI would be beneficial.
  • Flexible, resilient, and open minded to learn new skills.
  • Genuine passion for delighting customers and collaboration.
 
Benefits:
  • 25 days annual leave, increasing with service.
  • Hybrid working model, 1-2 days a week from home (after successful bedding in period).
  • Structured development and learning opportunities.
  • Pension contribution. 
  • Private Medical Insurance, Health Plan, 24/7 access to GP helpline and Employer Assistance Programme.
  • Employee benefit hub offering a wide range of discounts.
  • 0% company loans and financial advisor drop-in service.
  • Referral scheme.
  • New modern office with free parking.
  • Regular incentives and company events.
  • Free fruit and snacks, as much chocolate as you can eat!
  • Wedding gift of £250.
 
This is a fantastic opportunity to join a wonderful organisation that is built on reliability, integrity, friendliness, and tenacity. If you want to feel valued and enjoy your new role, apply today. For more information, contact Tim Campion on 0208 989 7779.
 
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business. CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces.
 

Can't find the job you're looking for, send us your info and we will review your options?

(Permitted file size is 5Mb and file types are: doc, docx, txt, pdf, rtf, xls)

Attach CV*