Resource Planning Controller

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Are you a Resource Planner within a call centre environment?

Highly organised with excellent analytical and problem solving skills?

Experienced with crystal reporting and workforce management tools (QMAX)?

Then read on……

Resource Planning Controller required within a Customer Service Centre. The role will involve determining and managing all resource requirements for all Customer Help Centre teams dealing with customer contacts, ensuring that shifts are aligned to customer demand and commercially viable, meeting all service standards and set budgets.

As the Resource Planning Controller, you’ll be expected to deliver the following:

  • Planning the effective utilisation of the Customer Help Centre personnel.
  • Forecasting long and short term call demands to help manage budgeted headcount requirements.
  • Scheduling, Real-Time shift changes to control peaks and troughs in call flows.
  • Control in partnership with the operations team departmental overtime budgets to match demand.
  • To deliver effective and accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency
  • Produce and report on CHC personnel call performance (Key Performance Indicators)
  • Production and delivery of Operations team MI (Management Information).

You will:

  • Actively manage and develop the Workforce Management tool, owning the relationship with the supplier and participating in User Groups to identify and implement new ideas of best practice.
  • Deal with Managers to report weekly on performance and requirements, individual call statists to support manager performance reviews.

Skills, knowledge and required experience:

  • Skills in Excel for modelling and scenario planning
  • Good knowledge of Workforce Management tools (Qmax). An in-depth understanding of manual forecasting
  • A good level of competency with IT systems utilising Excel, Crystal Reports and Word
  • Working within a busy Contact Centre environment
  • Forecasting and planning experience
  • Experience in communicating at all levels
  • Analytical skills & Problem solving
  • Workforce Management
  • Forecasting and planning experience
  • Excellent Analytical and Problem solving Skills
  • Good level of Excel and Word
  • Understanding of Crystal reporting and Workforce management tools (QMAX)
  • Good level of communication and presentations skills

On offer:

  • Salary to £25,000 pa + benefits
  • 26 Days Holiday
  • Pension

To apply for the role of Resource Planning Controller please click apply now or feel free to call Mark Clarke directly on 01744 452032 between 8 am and 5pm or 07391 869485 outside of these hours.

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