Workforce Planner 3-6 Month FTC

23 Sep 2020
06 Oct 2020
Contract Type
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.


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


* 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


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