Senior Resource Planner

Job Description

We have been instructed by our client to help them recruit a Senior Resource Planner for their site in Glasgow who will help manage the planning and real time cycle for operational accounts, delivering cost effective resource models that ensure financial as well as operational performance.If successfully appointed you will take overall responsibility for capacity plans, FTE plans, attrition analysis and recruitment numbers as well as:Design, implement and distribute shift patterns and schedules for campaigns to fit client requirements and achieve staffing and productivity targets.Attend daily/weekly calls to present and discuss current resourcing position with both clients and internal stakeholders.Providing required management information to allow business areas to manage holidays effectively.Forecasting processes and methodology to match the client business model.Liaising with operational and support teams to ensure effective account sizing. Accurately documenting issues and results producing daily, weekly and monthly commentary on the performance of accounts. Auditing current practice and bench marking against industry standards. Supporting and developing the skills of the Resource & Delivery Scheduler. Provide resource sizing models to the Bid Team to support RFP process. Support operations through quarterly and annualised budget processTo be successful in this role you will possess excellent judgement and decision making skills, having the ability to make key decisions that impact on resources. You will also be a solutions driven problem solver with an collaborative and assertive approach, able to challenge colleagues or escalate appropriately when issues arise.Once in post, you will manage relationships with operational clients as well as internal colleagues and teams, managing expectations and providing an interface that helps drive profitability.Key Internal Relationships:Operational Excellence management team.Client Engagement management teams. Innovation & Insight team. People & Culture teamsQualifications-EssentialProven experience in a Service Delivery environment.Mathematics to Higher grade or above. English to Higher grade or above Preferred. Professional qualification in Resource PlanningEssential ExperienceExperience of working in a Service Delivery Team, ideally within an outsourced contact centre environment. Well versed in the provision and design of commercially aware resource models.Experience with workforce management system – IEX Totalview experience preferred but not essential. Ability to develop resourcing strategies used to deliver client requirementsHighly developed stakeholder management skills.Ability to challenge and question trends to address issues and identify opportunities for financial growth. A high level of accuracy and attention to detail. Strong analytical, communication, management and organisational skills. Highly Advanced Excel skills.Awareness of commercial models employed within the accounts and the impacts of their teams’ decisions on financial performance.Preferred ExperienceKnowledge of Avaya, IEX Totalview, Genesys, CC PulseThis position is advertised for The Recruitment Geeks NMR Ltd who operate as a recruitment agency. Our client is unable to sponsor applicants who do not have the right to work in the UK.