New Job Resource Planner - H3739 Industry: IT Job Type: Permanent Location: Bexhill-On-Sea, England Salary: £25000 - £31000 per annum Resource Planner Position: Permanent Location: Bexhill Salary: Circa £31k + 5% Bonus + 3% Pension PURPOSE Working as part of a team, you will be responsible for forecasting contact volumes (within a 3 month window) and designing appropriate shift patterns and schedules for front line staff in operations. Positively impacting on KPIs relating to Answer Rate & Grade of Service. Using Workforce Planning methodology to resource against customer demand forecasts and in conjunction with each business areas targets. You will be the main Point of Contact for any events that would take colleagues away from their primary job function, advising of the potential implications and coordinating the required operational response. Responsibility for ensuring that we have the right people, in the right place at the right time and ensuring the company has optimal working practices in place. KEY ACCOUNTABILITIES *Providing short/medium forecasts which are accurate within 5%+/- of contact volumes. *Making pro-active and reactive resourcing decisions based upon available information, ensuring that SLAs are attained and balanced with colleagues work/life balance, using the appropriate systems. *Maintaining up-to-date recruitment plans and effective intra-day flexibility to achieve target Grade of Service. Holding regular shift review meetings with front line colleagues and reviewing rota cycles, optimising working patterns, whilst building in flexible working requests. Suggesting any changes to current Forecasting & Scheduling processes. *Develop and sustain relationships with the relevant CCMs, Team Managers and Colleague Reps, ensuring that sufficient support and feedback is given, so that the overall methodology and procedures of F&S are understood and followed correctly. To manage objections or conflict when implementing F&S processes and procedures. To provide a regular forum for the CCMs and Team Managers to be able to provide feedback on current processes. *Pro-actively analyse trends and information, to enable effective management of the agents outages affecting the published schedule, to guarantee that Service Levels are attained. Identifying periods of over/under resourcing from the existing schedules and directing the Real-time Analysts to employ the use of make-up time/banking procedures to minimise the impact. *Influencing and obtaining agreements from the relevant CCMs, Team Managers and Colleague Reps when seeking to change current processes or existing schedules to ensure Service Level target is met. Negotiating business priorities with Team Managers when making difficult and sensitive changes that may have a high impact on Team Manager planning and manage accordingly. *Ensuring that relevant information is captured and entered onto the appropriate systems to ensure information is available for decision making & planning process. *Communicating to the relevant CCMs & Team Managers the procedures of F&S and explain their decisions and the reasons behind them.
Posted on: Wed, 26 Nov 2014 11:31:09 +0000
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