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Resource Panner

SOS Recruitment
Job LocationGlasgow
EducationNot Mentioned
Salary£26,000 - £28,000 per annum, inc benefits
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Resource Planner-£26k-£28k-GlasgowThe ClientThey are the largest independent outsourcers in the UK, providing contact centre services and software solutions to successful brands around the world.Purpose of the job-Complete review of weekly delivery and provide recommendations for future solutions.

  • To proactively monitor and report on real time delivery against plans, taking appropriate actions to address non-adherence and potential service issues
  • To support the generation and maintenance of Advisor Schedules and Capacity PlansComplete administrative tasks assigned to the Service Delivery Function.
    • Responsible for generation and day to day maintenance of advisor schedules
  • Responsible for the generation and maintenance of Capacity Plans including break optimisation
  • Scheduling of all offline activity for advisors in line with my client and Client Models
  • Ensure intraday reporting is completed accurately
  • Complete post day analysis on main KPI’s and performance of teams and provide robust updates to the business
  • Monitor and maintain adherence to schedules in real time
  • Intervention and recommendation to the operational teams when performance varies from forecast.
  • To review and optimise resource position in-day to ensure delivery is achieved
  • To update, track and maintain the holiday requests, attrition and shrinkage in IEX and the Weekly Headcount document
  • Maintain Department Mailbox within agreed SLA’s
  • Add all new starts to IEX in line with BAU process
    • Judgement and Decision Making-
  • Ability to decide when interventions are required on staffing situations to ensure performance to KPI’s is delivered.
  • Ability to decide when holidays, overtime or offline investment should be managed up or down to ensure performances delivered.
    • Essential
  • Experience in a similar service delivery role
  • Excellent attention to detail
  • Effective communication skills, both written and verbal
  • Excellent Excel skills and ability to analyse data
  • Strong Numerical skills
    • Preferred
  • Knowledge of Avaya, IEX Totalview, Genesys, CC Pulse
    • Our aim is to respond to your application with 48 hours. However, due to high volumes of candidates applying for positions, please assume that if we have not contacted you within 7 days you have been unsuccessful for this role. We will keep your details and contact you should a more suitable position become available.DON’T DELAYCall, Click or Come in Today!!Find Success with SOS!!

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