Resource Planning Lead

hace 1 semana


Madrid, Madrid, España Dojo 2022 A tiempo completo

**Diversity, Equity, and Inclusion at Dojo**

Diversity, equity, and inclusion are fundamental to creating relevant, innovative products at Dojo. Building teams that reflect the diversity of the businesses we serve is crucial for helping employees thrive and innovating for better customer experiences.

We strive to make sure you're the best you can be throughout the recruitment process by providing adjustments to help you succeed.

The Role:

We're seeking an exceptional Resource Planning Lead to join us in Bristol. This role will lead our resource planning team to ensure we have the resources required to enable our Bristol and Hull-based Contact Centres to provide excellent service to our customers and colleagues.

You'll work closely with our forecasting and real-time team to manage resource, meeting the demand of calls, emails, and digital contact. You'll also conduct deep dive insights to understand fluctuations in performance and proactively identify 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 Responsibilities:

  • Create and maintain a workforce planning/optimisation solution for Operations.
  • Produce accurate and fit-for-purpose schedules ensuring resource is deployed in line with 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.
  • Continuously review forecasts and schedules to identify performance improvements and cost efficiencies.
  • Cultivate 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.

Your Qualifications:

  • 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.

About the Salary: We offer a competitive salary ranging from £45,000 to £60,000 depending on experience, plus benefits and opportunities for growth and development.

Why Join Dojo 2022? At Dojo 2022, we value diversity, equity, and inclusion, and believe that building teams that reflect the diversity of the businesses we serve is crucial for helping employees thrive and innovating for better customer experiences.



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