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Resource Planning Coordinator

Resource Planning Coordinator

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Build Recruitment

Resource Planning Coordinator 

6 Months Fixed Term Contract 

1 day p/week in office

£24,700p/a 

Job purpose

Supporting the Resource Planning Manager, to deliver against Service level by ensuring necessary  resources are in place to consistently achieve operational targets. Coordinating the appointment  setting function for non-trades related  colleagues, primarily within our Customer  Success department.

Key responsibilities

    Facilitate the planning and scheduling of our Customer Experience Centre and potentially field.
      roles efficiently and effectively ensuring the expectations of the customer are met and all relevant targets relating to that service area are achieved.

Proactive deliver a dynamic and agile appointment service factoring in real time changes to limit impact to customers.

Ensure the relevant systems are updated with all training, sickness, and holiday periods.

Liaise closely with key stakeholders across the directorate and ensure resources are co-ordinated effectively to deliver customer expectations and team targets.

Communicate effectively with advisors and managers to ensure clear information is provided around planning, forecasting, and scheduling. This includes delivering information at meetings, highlighting recommendations in a clear and understandable format for all levels.

Pro- actively plot demand versus requirements to identify opportunities to make best use of resources, feeding back concerns to managers and back into the planning cycle.

Ensure peak events and bank holidays are planned for in advance to optimise activities such as scheduling of coaching, 121’s and training sessions etc.

To support managers and colleagues in delivering excellent customer service across the

Directorate, by embedding and identifying areas for improvement in services.

Carry out other duties that may reasonably fall within scope.

What you’ll bring to the role

The main things:

      Educated to GCSE level 4 or equivalent in English and Maths.

Good understanding and experience of resource planning in a contact centre environment.

Excellent communication and interpersonal skills.

Experience in using Microsoft Office to an intermediate level.

Track record of promoting value for money and efficiency.

Proven experience of report writing.

Excellent analytical skills.

Experience of using eWFM systems in a Contact center environment (Preferably Injixo)

A bonus if you have:

– 1 Year + of Contact Centre planning experience.

Please apply or get in touch!

Nathan.chesworth@buildrec.com / 07825 506 380

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.

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Job Overview
Category
Operations
Offered Salary
£12350 - £12350 / per year
Job Location
Leeds, West Yorkshire
Job Type
Permanent
Job ID
29740
Consultant