The Portfolio Group are proud to represnt our client in their search for a Resource Planning Coordinator, to join the Workforce Planning team within the HR Department, to administer effective planning and scheduling of staff and ensure smooth and efficient running of the wider operation, staffing schedules and overtime requirements whilst working closely with the real time and forecasting analyst to ensure the department has adequate staffing at all times to meet operational demand. This role offers the autonomy to make it your own, suggest and implement changes to improve processes and efficiency. We are looking for someone who has created reports on Excel and likes to improve processes for the whole team. You will also have the opportunity to diversify and learn new skills.
Day-to-Day Responsibilities
· Produce the daily staffing profile for the current day.
· Maintain and own within the master rota; shift rotations, changes of hours, overnight shift cover, ad hoc shift changes, new starter information, lunch time cover projection.
· Communicate FRT bulletin on department changes and updates including the speed to competency process.
· Produce the weekly schedule
· Maintain, update and error check the weekly schedule
· Implement any none working day swaps on an ad hoc basis.
· Implement any shift slides or swaps on an ad hoc basis.
· Responsibility for overtime requirements, managing the monthly availability upload
· Ensuring shift management for weekend and bank holiday shifts is in place.
· Analysing weekly overtime requirements and escalating to the Resource Planning Manager and the Operations Manager where you have not been able to fill any shifts.
· Managing overtime booking approvals and cancellations
· Managing a log of all cancelled or unattended overtime shifts.
· Cross check the weekend staffing profile and send to those on shift and managers, including profile views.
· Work with the Workforce Planning Team to ensure staffing for Bank Holidays is in line with forecast .
· Maintaining the shift matrix, assign ad hoc offline time for training, and providing supporting data for FWR approvals/declines
· Scheduling of, monthly training, Ad hoc meetings, VCs, coaching sessions, induction training sessions for trainers and existing staff, group training sessions and client visits, passing the schedule to the Resource planning administrator to plot into the pre-planner.
· Review lunch time distribution as and when required to ensure optimum operational efficiency.
· To play a part if a contingency plan for when the department idle space drops to 0, you will be responsible for contacting teams that are in a incorrect workmode to go available.
· Take reception calls as a last resort to protect the ACR.
· Monitor idle space across the department and flag when intervention is needed to maintain idle space.
· Improve efficiency through effective reporting and development of reports
· To establish and maintain efficient working relationships with colleagues and clients.
What you Bring to the Team
· Experience in a planning within a contact centre environment with or without the use of WFP software
· A positive "can-do" attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team.
· Excellent attention to detail and an ability to be forward thinking in your approach
· Good knowledge of Excel (lookup functions, countifs, Index Match, pivot tables, etc)
· Understanding of VBA would be beneficial but not essential
· Forward thinking and self development
· Ability to work in a fast paced environment.
· Strong time management skills.
· A dynamic and flexible approach, as well as the ability to work under pressure.
BENEFITS
· 25 days’ holiday, plus bank holidays
· Day off on your birthday
· Cash plan for you (and your children, if any)
· Holidays increase after 2- and 5-years’ service.
· Contractual sick pay
· Private medical insurance after 5 years’ service
· Pension Plan and Life Insurance
· Pension plan contributions increase after 5- and 7-years’ service
· Holiday season bonus after 3 years’ service
· Profit Share Scheme
· Season Ticket loan scheme
· Cycle to work scheme and Free on-site Gym
· Access to Employee Assistance Programme
· Free breakfast every Monday and social sessions on the last Friday of the month with
· free food and drink - we call this Fab Friday’!
· Company incentives, access to discount schemes
INDMANJ
We will also accept applications from the following job titles:
Workforce Planner, scheduler, Call centre planner, Workforce Planning, Resource planning, Real Time Analyst, Call Centre Real time analyst