Resource Planner Jobs

In the Contact Centre environment, Resource Planner Jobs work specifically on setting up the Resource Planning capabilities throughout different contact centres in support of different teams. Responsible for accurately forecasting customer demand and scheduling staffing activities for a dedicated business area. In addition, resource planning entails scheduling the resourcing for the following activities such as; inbound and outbound calls, emails, social media, indexing posts, Webchat and Training. Another vital area in this job will see you forecasting demand, effectively scheduling resources to meet the demand, establish performance KPIs, build reporting to enable performance tracking etc. 

Core resource planning responsibilities:

• Monitor and propose shift patterns to match all business requirements, effectively covering the performance from all customer contact teams whilst providing flexible options.

• Schedule all face to face customer contact.

• Analyse contact volume history by tracking phone, email, social media, post, and face to face customer appointment metrics.

• Deliver accurate performance reports to individuals and teams.

• Produce schedules and demand forecasts.

• Highlight performance to senior leadership teams.

• Upkeep and communication of all plans and measure accuracy.

• Oversee the setup of schedule management and distribution to ensure people are “in the know” about their shift.

• Support the decision making over the operational resource pool and allocation of staffing.

Experienced resource planner for both Contact Centres & field-based teams (minimum 24 months) Good working knowledge of resource planning systems Excellent communication skills Experience working with and taking ownership for, set performance targets