As a Resource Planner, you will be responsible for the strategic workforce planning across Clear Business. This will include both in house and outsourced teams to ensure that service levels are achieved whilst also delivering commercial value. You will work across several of our products from payments, insurance, gas, water, electric and telecommunications.
What we want you to do
- Provide and continuously maintain long/short term forecasts and budgets for the multi-channel contact centre operation across multiple functions and products, monitoring drivers against business change & developing models to improve accuracy.
- Accurately prepare long/short term forecasts for the outsource partners, adhering to contractual agreements if a change in FTE requirements is needed.
- Perform weekly & monthly variance analysis to forecast, identify trends and carry out regular re-forecasts.
- To review, monitor and propose effective shift patterns to match business requirements, optimising performance of all Customer Centre teams and maximising agent satisfaction by providing flexible options, considering the position of Outsourcers, location, and agent groups.
- Monitoring attrition, absence, and shrinkages with the foresight to make recommendations on recruitment and optimise staffing levels.
- Ensure all staffing requirements and stringent SLAs are met in real time through effective scheduling and real time management and identifying/addressing risks.
- Manage KPI reporting for continuous improvement and work with the MI team to automate reports using Power Bi.
- Utilise your excel skills to analyse, investigate and problem solve; provide robust data to direct and support operational change.
- Manage shrinkage in the contact centre ensuring optimal use of resource each day and accurate record keeping.
- Pre-empt any imminent issues within the current rota period and work with the while of the resource planning team to fill gaps in advance to avoid operational demand falling short.
- Assist with strategic projects linked to resource planning to help deliver increased value across the Clear Business group.
What success in the role looks like
- Achieve all monthly planned performance targets.
- Operate within our quality guidelines, behaviours, and values at all times.
- Achieve all objectives agreed with the Group Forecasting & Planning Manager.
What you need to have already done to be right for this role
- Current experience of working in resource planning - forecasting, scheduling, real time.
- Experience in Capacity Planning and forecasting FTE requirements.
- An excellent understanding of resource planning methodologies.
- Experience of workforce management system (Injixo preferred).
Skills
- The ability to create reports in excel and forecast results.
- Attention to detail and high level of accuracy.
- The ability to work successfully as part of a team - to bring people and teams together, to provide support to, and learn from, other team members.
- Ability to multi-task, focus and complete reports for extended periods of time.
- Excellent written and verbal communication skills Able to communicate professionally - oral and written.
Qualifications and other requirements
- 1+ years of experience in a contact centre environment.
- 1+ years previous experience in a Workforce Management role as a RTA or Analyst.
- Able to work under pressure to ensure challenging deadline are met in a fast-paced environment.
- The self-motivation to develop yourself and play a key part in developing the resource planning function.
- IT literate, with knowledge of the effective use of Microsoft (Word, excel PowerPoint); essential.
- Location: Within commuting distance of the office location.
Our Story
Clear Business was established with the goal of simplifying our customers' lives and making our colleagues' experiences more rewarding. As one of the top providers for small businesses in the UK, we offer a truly distinctive service by providing all essential services in one place: Phone, Broadband, Mobile, Water, Gas, Green Electricity, Payment Services, and Insurance.
For more than two decades, our growth journey has been marked by various accolades, such as Investors in People, The Northern Contact Centre Awards 2023, and Learning at Work Week Awards 2023. Our latest achievement was receiving the 'One to Watch' award from Best Companies.
In return for your hard work, you'll get
It takes all kinds of people to make Clear Business the success that we are, and we've got a range of benefits to make sure everyone is happy.
- Pension contributions and life assurance coverage.
- Generous discounts at numerous high street and online retailers.
- 25 days of annual leave, increasing to 28 days based on tenure.
- Enjoy your birthday off every year.
- Ability to purchase up to 10 additional holidays and sell up to 5 days per year.
- Cycle to work and travel loans for people wanting a greener commute.
- Comprehensive well-being support, including round-the-clock access to a GP, mental health assistance, fitness programs, and complimentary legal and financial advice.
The important extras
- Hybrid working model: the choice to work remotely for three days.
- Engage in charity fundraising and volunteering activities as part of our giving back initiative.
- Enjoy fantastic on-site amenities including a complimentary gym, free parking, a subsidized café, and an on-site bar for post-work drinks, quiz nights, and social gatherings.
- Full time/Permanent contract of 37.5 hours per week.
- No weekends and every bank holiday off.
What happens next
If you're looking for a new challenge with great benefits at an award-winning company, then Clear Business is the place for you.
Across Clear Business, we're passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.
All successful candidates will be subject to pre-employment checks.