Head of Resource Planning

We’ve got an exciting new opportunity for a Head of Resource Planning to join our European Contact Centre team to contribute to the creation of a best-in-class service through leading our workforce forecasting and planning efforts. If you’re an analytical and strategic thinker, with a commercial focus and fantastic stakeholder management skills, this could be the opportunity you’ve been looking for._

**About Awaze**

The vacation rental market has been growing strongly over the last few years, with people desiring the space, flexibility and uniqueness provided. The current global pandemic has only served to strengthen that trend. 2020 and 2021 saw unprecedented demand, and we’re not slowing down.

**The Role**

Our Contact Centre teams handle millions of customer contacts every year. Having recently invested in new, market-leading software to enhance our service, we are now looking for a Head of Resource Planning to elevate us to the next level. This brand new role will see you driving change and continuous improvement in order to make data-driven decisions which improve our operational effectiveness. Responsible for a team of four, you will take responsibility for our Contact Centre resource across four hubs in Europe (Lowestoft in the UK, Århus in Denmark, Hamburg in Germany and Malaga in Spain). You will be responsible for ensuring that we have adequate resource in place at all times through effective team member scheduling, whilst having the opportunity to make some genuinely exciting enhancements to our processes.

Key aspects of your role will include:

- Driving operational effectiveness in WFM related to resource/budget and forecasting for all teams
- Making data-driven decisions based on the information gathered from Genesys (our WFM tool)
- Responsibility for scheduling team members to ensure adequate coverage across all of our European hubs
- Looking for opportunities to blend contacts between our contact centres, automating contact wherever possible
- Forecasting based on ever-changing market demands
- Establishing resource requirements and implementing methods to capture resource requests
- Developing string reporting based on operational KPIs
- Forecasting, short and long term, all tasks across all channels
- Defining channel distribution - using the right channel based on contact type and efficiency
- You’ll be the dedicated point of contact for marketing to ensure we have sufficient capacity to respond to campaigns
- Maintaining an overview of FTE across all sites
- Tracking the use of annualized hours
- Creating and maintaining schedule patterns
- Tracking contact reduction opportunities and then driving forward to make improvements

**Key skills we need**:
We’re a team full of energy and with a passion for what we do, so it’s key that you’re enthusiastic, driven and keen to be part of a team. What else do you need in order to succeed in this role?
- Experience of working within a senior resource planning role
- Experience within a large Contact Centre environment
- Ideally, you’ll have worked with Genesys
- You’re highly commercial and can present ideas back in an easy to understand manner
- You’ve worked with Tableau or similar
- You’re passionate about travel

Equally as important as all the technical “stuff”, we’re looking for someone who is hungry to learn, irrespective of their seniority. We don’t believe in standing still (we work in travel, after all), but instead think that everyone should be learning, all the time. Whether it’s a new piece of software, an industry event or a mentoring opportunity, we will support you to grow your skillset.

If you’re excited by working in a fast paced environment, are obsessed by all things customer and want to join us on our journey, we’d love to chat.

**What we’ll give you**
- This is an opportunity for you to join us at a pivotal point in time as we invest in our future
- You’ll be joining a team of genuine, passionate people
- You’ll have the freedom to choose the best way of working to get the job done. We work cross-functionally, so you’ll be given opportunities to develop skills outside of your core skillset.
- You’ll be an integral part of a team which will deliver growth, and who doesn’t want that?

We offer a great salary and fantastic benefits; we’re all about holidays, so we practise what we preach and offer some great travel discounts. We offer flexible working hours and remote working, too. We’d also offer you private medical and life assurance - of course we hope you won’t need these, but we want to offer you security.

**What else do you need to know?**

We believe in equal opportunities and aim to create a team that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they