Scheduler/Workforce Planner

Salary:£38,000 - £45,000
Job Type:Interim
Logistics:Hybrid
Location:Warwickshire
Division:WFM
Ref:747167
Posted:08.07.24

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About The Job

Are you an experienced Scheduler/Resource Planner looking for an exciting new challenge?
Would you like to work with a leading homeware brand offering products of the highest quality?
  
CCP has been asked by one of the UK’s fastest growing homeware companies to assist them with the appointment of an experienced Scheduler/Resource Planner to join their ambitious team as soon as possible. This is a full time FTC (1 year) working Monday to Friday, from 9am – 5pm. You will be required to work in their vibrant, very comfortable and family feel working environment on a hybrid basis.
  
As a Scheduler/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. Working with an FTE of circa 50, this role would suit a candidate who is hands on, robust, with a desire to drive efficiencies through collaboration. As a brand new WFM role, the successful Senior Resource Planner must be confident to work independently and motivated to make the position their own.
  
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.
  • Flexible, resilient, and open minded to learn new skills.
  • Genuine passion for delighting customers and collaboration.
  
Benefits:
  • 25 days, increasing by 1 day each year (max 28). Plus, bank holidays.
  • Staff discount 45%
  • Friends and Family discount 15%
  • EAP programme through The Retail Trust
  • Cycle to Work scheme
  • Medicash – healthcare cash plan
  • Death in Service – 4x annual salary
  • Westfield discount card
  • 15% off Bloom and Wild
  • Half day Xmas shopping day plus a voucher
  
This is a fantastic opportunity to join a wonderful organisation that is built on offering high quality products, solid craftsmanship and fantastic customer experience. If you want to feel valued and enjoy your new role, apply today. For more information, contact Tim Campion on 0208 989 7779.
  
ABOUT CCP
CCP are experts in Customer Operations and CX recruitment. Our network is vast, and since 2010 we've built an incredible reputation for successfully collaborating with people and delivering great service. We focus on partnering with clients and immersing ourselves in their brand when they’re searching for experienced, culturally aligned talent. We're proud to support hundreds of customer centric brands; many instantly recognisable, some lesser-known start-ups. In addition to searching for talent as a recruitment partner, we also help clients build their candidate attraction and employee retention strategies.

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