Resourcing Team Leader
Location: Tachbrook Park, Warwick
Type: Permanent, Full-time, Hybrid
Salary: £32,000-£40,000 (Dependent on experience)
About the Role
The Resourcing Team Leader plays a critical role in managing a dynamic pool of customer service resources. This position is responsible for capacity planning, using forecasting and data analysis to ensure the right levels of staffing. The role involves strategically allocating personnel to meet short-term, high-demand needs without compromising their core responsibilities. The ultimate goal is to achieve operational excellence while maintaining high levels of employee satisfaction.
Key Skills & Requirements
- Resource Management: Proven expertise in managing human resources within a dynamic, fast-paced environment.
- Analytical Skills: Strong capability to analyze resource availability and skill sets, optimizing task assignments for maximum efficiency.
- Communication: Exceptional interpersonal and communication skills, with the ability to effectively collaborate with team members and management.
- Problem-solving: Skilled in quickly addressing operational challenges and implementing effective, long-term solutions.
- Organizational Skills: Highly organised, with the ability to manage multiple tasks and priorities simultaneously.
- Resource Capacity Modeling: Proficient in developing and operating resource capacity models, utilizing relevant technologies to enhance workforce planning.
Key Responsibilities
- Forecasting and Staffing Planning: Partner closely with the Data Management & Analytics team to determine the optimal size of the adaptive pool. Leverage demand forecasting, historical data, and key performance indicators (KPIs) to ensure accurate staffing levels.
- Task Allocation & Scheduling: Efficiently assign customer service personnel to short-term tasks, minimizing disruption to their primary responsibilities and maintaining seamless service delivery.
- Skills and Capacity Management: Develop an in-depth understanding of each team member's skills, capacities, and scheduling constraints to optimize task assignments within the adaptive pool. Identify training needs and escalate them to the Customer Service Leader through Journey Managers.
- Collaboration with Journey Managers: Collaborate with Journey Managers to identify resource needs for adaptive tasks. Coordinate with Team Leaders and other key functions to ensure resource allocations do not impact core service delivery.
- Monitoring and Feedback: Regularly assess the effectiveness of resource allocations within the adaptive pool. Actively seek feedback from stakeholders and use these insights to drive continuous improvement, reflecting a commitment to adaptability and excellence in resource management.
- Promoting Employee Engagement and Development: Foster a positive work environment where team members feel valued and supported. Encourage growth by offering opportunities to take on new challenges aligned with their skills and career aspirations, demonstrating a commitment to employee development and operational excellence.
What we can offer you!
- 25 days annual leave plus 8 Bank Holidays
- Annual Holiday Purchase Scheme
- Private medical insurance (single cover)
- Company pension scheme (Salary sacrifice - single matched contributions to 4.5% for first 2 years, up to 7.5% after 2 years)
- Company Bonus
- Discounts/Cashback/Offers from major retailers
For a full list of our benefits visit: https://about-us/careers