Resource Planning Co-ordinator based in Swindon with a worldwide business (UK base), Salary £26,000 per annum + benefits. Full-time (40 hours per week)
Permanent opportunity
Are you looking for the next step on the career ladder?
Are you an experienced planner of resource from staffing to resources with a good analytical brain?
Do you have a vast knowledge of using systems particularly Microsoft Excel?
Are you customer focussed with a passion for quality delivery of statistics and recommendations via statistical analysis?
Are you a think on your feet, problem solver?
The company is currently looking to speak to candidates to take on the opportunity as a resource planning co-ordinator for 3 large call centre sites – working on security critical client sites.
The setting requirement is high levels of urgency and need for timely and good quality resolutions, this will be an exciting role for the right person with a globally operating business.
The Company
You will have a fantastic opportunity to work for a global player in provision of varying services from Military FM to support services for critical NHS service both at home and abroad. Your new organisation operates across the world including the Middle East, Europe, and Africa. This role will be based in the UK in Swindon and you would be delivering quality workforce management (WFM) strategies to 3 contact centres for critical services. This role is a security cleared required role.
They are offering offers great opportunity for development and progression as a nationwide/global provider as a specialist in your field you will have possible opportunity within these projects but also a vast number of projects across the company.
They have has many projects and programmes across the world and will be growing this as we move forward and more and more projects opening opportunity up for the employees.
The role
You will have the opportunity to join and work as a resource planning co-ordinator managing WFM across 3 contact centres providing timely analysis of peaks and troughs in calls and putting forward plans for manning up the workforce accordingly.
Your day will start with analysis of data from previous shifts looking particularly for trends and peaks and troughs in service time and area and putting in plans for immediate and future staffing cover in the call centre.
You will analyse incidents and client reports to forward plan for any future situations – this is a critical role and although the working day is 8 - 4.30 you will need to be flexible as the company will be with you in this situation.
The opportunity for the right person is a full-time permanent role, giving you an ideal opportunity to enhance your career and grow with the business in future growth.
You will be a key member of staff and truly affect the operational success on critical client sites.
Key duties include tasks such as:
- Data and call analysis
- Reduce impact on service delivery by forward planning staffing and resources based on current and prior datasets
- Review data and performance
- Use Excel and other computer packages heavily to analyse the data at hand and formulate future plans and schedules
- Report to management team
- Adhere to KPI’s and Client SLA’s
- Prepare mitigation in non-compliance situations
- Use data from suppliers and clients
- Manage inbound call centre resource
- Be a member of the National Service Hub Management team
The candidate
You will be:
- Open and Honest
- Experience in resource role in a contact centre environment
- Willing to work hard and be flexible to the cause
- Be enthusiastic about data driven analysis
- Open to grow within the business and deliver to the clients in quality and timeliness
- Excellent on Excel and other IT packages
- Capable of noticing patterns and act upon this
- Good level of common sense
- Must be confident
- Able to work in a hugely fast paced environment
- The scheduling of the resource is down to you – you must be capable of taking ownership.
Ganymede is committed to creating a diverse workforce and is an equal opportunities employer. We welcome applications from all suitably qualified persons regardless of age, disability, gender, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation