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Resource Planning Lead

hace 2 meses

Madrid Centro, Madrid, España Dojo 2022 A tiempo completo
About the Role

We are seeking an exceptional Resource Planning Lead to join our team at Dojo 2022 in Bristol. As a key member of our Operations team, you will be responsible for leading our resource planning team to ensure we have the necessary resources to deliver exceptional customer service and drive business growth.

Key Responsibilities:

  • Develop and implement a workforce planning and optimization strategy to meet business objectives.
  • Collaborate with forecasting and real-time teams to manage resource allocation and ensure service-level targets are met.
  • Analyze performance data to identify trends and opportunities for improvement, and develop insights to inform business decisions.
  • Lead and manage a team of Resource Planning Analysts, providing coaching and development opportunities to ensure they have the skills and knowledge needed to succeed.
  • Build and maintain relationships with stakeholders across the organization to ensure effective communication and collaboration.
  • Develop and maintain contingency models to mitigate risks and ensure business continuity.
  • Continuously review and improve processes and procedures to ensure efficiency and effectiveness.

Requirements:

  • Strong background in resource planning and workforce optimization, with experience in a contact center environment.
  • Proven ability to lead and manage teams, with a track record of developing and coaching team members.
  • Excellent analytical and problem-solving skills, with the ability to interpret complex data and develop insights.
  • Strong communication and interpersonal skills, with the ability to build effective relationships with stakeholders.
  • Experience working with workforce management platforms, such as NICE inContact or Calabrio.

What We Offer:

  • A dynamic and supportive work environment, with opportunities for growth and development.
  • A competitive salary and benefits package.
  • The chance to work with a talented and passionate team, dedicated to delivering exceptional customer service and driving business growth.