What makes us special

• Our recently refurbished contact centre provides our employees with a comfortable modern working environment to enjoy.
• Our contact centre is equipped with sit-stand desks, which are scientifically proven to increase productivity, concentration, and creativity by improving the way we feel and the way we work.
• We understand the importance of a good work-life- balance and communicate shifts well in advance to our employees.
• Experience a range of team building events and competitions designed to be fun, social and to build team spirit.
• We offer our employees an attractive remuneration package, 25 days holiday plus bank holidays and bonus opportunities.
• We offer a generous pension scheme which enables our employees to have greater financial security when they do retire.

What we achieve together

• Develop and implement resource plans to meet service level agreements and organisational objectives, ensuring resource usage is tracked to provide efficient operations, and highlight trends to offer recommendations for improvement.
• Develop and maintain resource forecasting models to predict short-term and long-term needs, to assign resource to tasks and projects, based on skills and priorities.
• Monitor and re-evaluate resource requirements based on business changes, identifying resource gaps in field engineers and contact centre agents. Collaborating with key stakeholders to provide report of skills and resources needed to achieve the business requirements.
• Primary liaison between department heads on all resource related matters, to resolve resource conflicts by negotiating priorities and timelines with stakeholders. Balance workloads to maximise productivity and increase utilisation.
• Manage and support a team of resource planners, working on clear goals to ensure best practices for resource management.
• Develop and maintain KPIs across field engineers and contact centre agents to drive workforce efficiencies.

What makes us successful together

• Proven experience in business resource planning and workforce management.
• Strong organisational skills, ability to prioritise and attention to detail.
• Excellent communication skills to interact with multiple stakeholders.
• Ability to work under pressure and adapt to changing priorities.
• Experience in using Microsoft Office and Web based programmes.
• Qualifications in Maths and English (GCSE 4 or above) are essential.