Bristol Resource Planning Team Lead

hace 2 semanas


Madrid, Madrid, España Dojo 2022 A tiempo completo

About Dojo 2022
At Dojo 2022, we believe in building teams that reflect the diversity of the businesses we serve. Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.
We're committed to creating a workplace where everyone feels valued, respected, and empowered to succeed.

The Role
We're looking for an exceptional Resource Planning Team Lead to join our team in Bristol. As a key member of our Operations team, you'll lead our resource planning team to ensure we have the right resources in place to deliver exceptional service to our customers and colleagues.

Key Responsibilities
- Create and maintain a workforce planning solution to optimize resource allocation
- Produce accurate schedules to meet service-level targets and ensure efficient use of resources
- Develop contingency models for 'what if' scenarios and analyze unplanned events to identify opportunities for improvement
- Foster collaboration across the Performance Management team and other functions to ensure alignment and effective resource planning
- Work with stakeholders to gain support for staffing rotas and shrinkage measures
- Continuously review forecasts and schedules to identify performance improvements and cost efficiencies
- Coach and develop our Resource Planning Analysts to ensure they have the skills and knowledge needed to excel in their roles

What We're Looking For
- A strong background in resource planning within a Contact Centre environment, preferably with experience using WFM platforms like NICE inContact or Calabrio
- Proactive ability to manage workload and challenge the status quo to drive improvement
- Attention to detail and good observation skills to anticipate issues and improve performance
- Strong leadership and coaching skills to develop our Resource Planning Analysts

About the Opportunity
This is a unique opportunity to join a dynamic team and make a real impact on our business. You'll have the chance to work with a talented team of professionals who are passionate about delivering exceptional service to our customers.

Estimated Salary: £55,000 - £65,000 per annum


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