Resource Planning Coordinator

• Create, manage, maintain, and update the Contact Centre forecasts and dashboards
• Develop and manage in-house resource plans to meet operational plans
• Lead planning meetings to review forecast vs actuals and adjust plans accordingly
• Act as the Workforce Management tool owner and subject matter expert, ensuring it is optimised, maintained and fully leveraged to improve adherence, adapting configurations to reflect changes in the Contact Centre operations
• Build strong relationships with all the regional operational teams forecasting through regular review meetings to identify trends, anomalies, and improve accuracy
• Own the creation of accurate and detailed forecast models which can be broken down hourly/daily/weekly to ensure effective resource utilisation of FTE to meet demand profiles

• Demonstrable experience in capacity planning, forecasting and data modelling
• Advanced abilities with Excel and the ability to manipulate large datasets to create bespoke plans and models from concept to delivery
• Proven experience in forecasting, resource planning, or workforce management within a customer service environment
• Experience shaping and developing a Contact Center environment and building and influencing customer service function
• Proficiency in Workforce Management tools and reporting systems
• Excellent communication and stakeholder management skills
• People first and customer centric mindset and approach
• Proficiency in Microsoft Excel, Word, and PowerPoint along with a proven ability to learn new software programs
• Excellent verbal and written communication skills
• Ability to manage multiple projects and initiatives in a dynamic, change-oriented environment

Experience ideally containing contact centre operations

• Contributory pension scheme
• Life assurance
• 20 days + Bank holidays (service based increasing holiday scheme)
• Enhanced maternity, paternity, adoption leave and other family friendly policies
• Sureserve Benefits Hub, accessing over 1000 retail discounts
• Virtual GP service, available for employees and immediate family
• Employee Assistance Programme (EAP)
• Bike2Work Scheme
• EV Car Scheme
• Employee engagement events and “Employee Voice” programmes
• Strong opportunities for career growth and development
• “Sureserve Legends” – celebrating the fantastic ways in which our employees live our values