Resource Planner
- Recruiter
- Confidential
- Location
- North Lanarkshire
- Salary
- Competitive
- Posted
- 26 May 2021
- Closes
- 23 Jun 2021
- Sectors
- Business Opportunities
- Contract Type
- Permanent
- Hours
- Full Time
CCA recruitment are working closely with a great & successful outsource who provide an exceptional service to their clients, with their ambitious and talented employees delivering first class customer service. We have an amazing opportunity for you to grow your astounding skills and experience and join their team.
Resource Planner:
We're looking for a Resource Planner to join a growing team and coordinate our campaigns for a range of incredible clients.
A dynamic Business Process Outsourcer (BPO) based in Glasgow's city centre. Priding themsleves on being a people-centred business; with every one of our ever-growing team striving to provide an excellent customer experience on behalf of their clients.
They have high expectations when it comes to delivering operational excellence, with their highly trained contact centre personnel being highly competent, intelligent and empathetic multi-taskers who deliver service with passion, professionalism, and integrity, setting them apart from their competitors and exceeding client expectations.
Every one of their experienced, skilled, and talented people contribute towards the same goal, delivering the highest standard of client and customer focused, operational excellence.
Are you a Resource Planner looking for your next role? Are you interested in working for a dynamic, forward-thinking business? If so, we'd love to hear from you.
Key Responsibilities:
Resource planning for a range of multi-channel campaigns throughout the business
Design efficient schedules to meet customer demand.
Forecasting - long term and intra-day
Tactical planning and what if scenario modelling
Identifying and analysing demand trends and operational performance to optimize occupancy and utilisation.
Production of call and agent performance MI
Provide sizing for new business opportunities
Optimising workforce to maximise billable hours and revenue
Identifying and analysing demand trends and operational performance
Production of call and agent performance MI
Building relationships and working collaboratively with multiple areas of the business
Identifying opportunities for improvement and helping us future-proof our planning processes
Highlighting and mitigating risksEssential Experience:
Must have a minimum of three years' resource planning experience within a multi-skilled call centre environment
Prior experience providing estimates for new business opportunities
Experience of capacity planning and intra-day forecasting, down to 15-30-minute intervals
Stakeholder management experience
Experience of workforce management systems
Experience of utilising a workforce management systemEssential Skills:
Advanced Excel skills
The ability to forecast for multiple different business areas
Good commercial awareness
Attention to detail
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 24 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 24 months inactivity your CV will be deleted permanently from our database
Resource Planner:
We're looking for a Resource Planner to join a growing team and coordinate our campaigns for a range of incredible clients.
A dynamic Business Process Outsourcer (BPO) based in Glasgow's city centre. Priding themsleves on being a people-centred business; with every one of our ever-growing team striving to provide an excellent customer experience on behalf of their clients.
They have high expectations when it comes to delivering operational excellence, with their highly trained contact centre personnel being highly competent, intelligent and empathetic multi-taskers who deliver service with passion, professionalism, and integrity, setting them apart from their competitors and exceeding client expectations.
Every one of their experienced, skilled, and talented people contribute towards the same goal, delivering the highest standard of client and customer focused, operational excellence.
Are you a Resource Planner looking for your next role? Are you interested in working for a dynamic, forward-thinking business? If so, we'd love to hear from you.
Key Responsibilities:
Resource planning for a range of multi-channel campaigns throughout the business
Design efficient schedules to meet customer demand.
Forecasting - long term and intra-day
Tactical planning and what if scenario modelling
Identifying and analysing demand trends and operational performance to optimize occupancy and utilisation.
Production of call and agent performance MI
Provide sizing for new business opportunities
Optimising workforce to maximise billable hours and revenue
Identifying and analysing demand trends and operational performance
Production of call and agent performance MI
Building relationships and working collaboratively with multiple areas of the business
Identifying opportunities for improvement and helping us future-proof our planning processes
Highlighting and mitigating risksEssential Experience:
Must have a minimum of three years' resource planning experience within a multi-skilled call centre environment
Prior experience providing estimates for new business opportunities
Experience of capacity planning and intra-day forecasting, down to 15-30-minute intervals
Stakeholder management experience
Experience of workforce management systems
Experience of utilising a workforce management systemEssential Skills:
Advanced Excel skills
The ability to forecast for multiple different business areas
Good commercial awareness
Attention to detail
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 24 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 24 months inactivity your CV will be deleted permanently from our database