Resource Planning Lead
hace 2 semanas
About Dojo 2022
We're a business that serves over 140,000 places across the UK, from local bakeries to well-known eateries. Our goal is to create relevant, innovative products, and we achieve this by building teams that reflect the diversity of the businesses we serve.
Our Commitment to Diversity, Equity, and Inclusion
We're dedicated to improving diversity, equity, and inclusion, closely linked to helping employees thrive and innovating for better customer experiences. If you care about your work, are curious, and think customer-first, you're a great fit for Dojo.
Adjustments for Recruitment
To ensure a smooth recruitment process, let us know if you need any extra adjustments to help you thrive.
The Role
We're seeking an exceptional Resource Planning Lead to join our team in Bristol. The successful candidate will lead our resource planning team to ensure we have the necessary resources to deliver exceptional service to our customers and colleagues in Bristol and Hull-based Contact Centres.
The role involves working closely with our forecasting and real-time team to manage resource, meeting the demand of calls, emails, and digital contact. You'll also be responsible for analyzing fluctuations in performance and identifying opportunities to improve efficiency and effectiveness across Operations.
This is a blended role where you'll split your time between leading the team and supporting resource planning activity, demonstrating leading by example.
Your Key Responsibilities
- Create and maintain a workforce planning/optimisation solution for Operations.
- Produce accurate and fit-for-purpose schedules to ensure resource is deployed in line with the plan to achieve service-level targets.
- Develop contingency models for 'what if' scenarios, provide insight on annual leave for all departments, and feedback & 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.
What You'll Bring
A Strong Background in Resource Planning
We're looking for a candidate with a strong background in resource planning within a Contact Center environment, preferably with experience with WFM platforms, especially NICE inContact / Calabrio.
A Proactive Ability to Manage Workload
You'll have 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, you'll always be looking to improve performance as well as anticipate issues.
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