Workforce Planner 3-6 Month FTC
- Recruiter
- Confidential
- Location
- Gateshead
- Salary
- Competitive
- Posted
- 23 Sep 2020
- Closes
- 06 Oct 2020
- Sectors
- Customer Service & Call Centre
- Contract Type
- Contract
- Hours
- Full Time
An IMMEDIATELY available, fantastic opportunity for a 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 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 milestones
You will be reporting into 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 milestones