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Resource Planning Lead
hace 2 meses
We are seeking an exceptional Resource Planning Lead to join our team in Bristol. As a key member of our Operations team, you will be responsible for leading our resource planning function to ensure we have the necessary resources to deliver exceptional service to our customers and colleagues.
Key Responsibilities:
- Develop and maintain a workforce planning and optimization solution for Operations.
- Produce accurate and effective schedules to ensure resource is deployed in line with plan to achieve service-level targets.
- Create contingency models for 'what if' scenarios, provide insight on annual leave for all departments, and feedback and impact analysis on unplanned events.
- Foster collaboration to ensure alignment across the wider Performance management team and other functions, owning the resource planning function and being the point of contact for all resource planning stakeholders.
- Work with the business to gain support and buy-in for the required staffing rotas and shrinkage measures in the plan.
- Continually review forecasts and schedules to identify performance improvements and cost efficiencies.
- Coach and develop our Resource Planning Analysts - manage their performance through action plans and growth conversations.
- Suggest process improvement and initiatives across the department, supporting and facilitating implementation where required.
Requirements:
- A strong background in resource planning within a Contact Centre environment with experience with WFM platforms, especially NICE inContact / Calabrio.
- A proactive ability to manage your own workload as well as challenge the status quo, always looking to improve what we do for our people and customers.
- Attention to detail with good observation skills and an inquisitive nature; always looking to improve performance as well as anticipate issues.
- Strong analytical skills alongside experience working with raw data sets, identifying trends and issues ahead of impact.
- An effective communication style at all levels, with the ability to build effective relationships across all departments.
- Presentation skills, both written and verbal.
- Excellent leadership skills - you'll be passionate about working as part of a team and driving motivation. Demonstrable experience managing small/medium-sized teams is preferable.
About Dojo 2022
Dojo 2022 is a leading provider of payment solutions, serving over 140,000 businesses across the UK. We are committed to building a diverse and inclusive team that reflects the needs of our customers. Our mission is to empower businesses to thrive in the experience economy by creating innovative tools and technology that turn transactions into meaningful relationships.
What We Offer
We offer a dynamic and collaborative work environment, with opportunities for professional growth and development. Our team is passionate about delivering exceptional service to our customers and colleagues, and we are looking for like-minded individuals to join us on this journey.
