JOB TITLE: Business Resource Planner


Industry : IT & Telecoms Job Location : Altrincham
Job Reference : 12677CJ Job Category : Telecommunications
Employment Type : Permanent Posted : 11/11/2016
 
Salary & Benefits : £30000 - £35000 per annum + Pen,Hol,Bon,Health
 
Experience Required : See Job Description
 
Education Required : See Job Description



Please note you must be permitted to work in the EC to apply for this job.

Job Summary

One of the Uk's largest and most iconic technology companies is currently looking for a Business Resource Planner and Forecaster to join their team based in South Manchester. If you're comfortable working in a background where customer experience comes first and have a background in forecasting and scheduling background to provide intelligence and insight on current company performance and assist operational team to take the necessary decisions.


Job Description

Business Resource Planner
South Manchester
£30 - 35k + Pension, Healthcare, 10% KPI Bonus, 25 days holiday + 8 days bank holiday, Life Assurance

Opportunity

One of the Uk's largest and most iconic technology companies is currently looking for a Business Resource Planner and Forecaster to join their team based in South Manchester. If you're comfortable working in a background where customer experience comes first and have a background in forecasting and scheduling background to provide intelligence and insight on current company performance and assist operational team to take the necessary decisions to ensure within a call/contact centres continue to provide excellent service delivery.

The Company

One of the UK's best recognised national companies, who have a sizable and increasing share of a multi-million pound industry with multiple UK based sites. A proven background in developing staff and ensuring that being within the business is a great place to be every day. A company at the forefront as national advertising campaigns and sponsorship founded on exceptional service delivery. The company invests in the latest technology and are the leader in pushing a fast paced industry forwards across the UK.

The Role

Within this role you'll be responsible for providing strategic resource planning, forecasting and scheduling, contact handling and knowledge management guidance to the contact centres to ensure continuous and excellent service delivery within the business. The aim is to create forecasts spanning up to 12months in advance and weekly schedules, factoring in volume driver analysis, special event forecasting, call reduction initiatives, workload and AHT (Average Handover Time).

You'll work closely with the Design team and Deployment Team to consider deviations from pre-planned schedules to ensure compliance to targeted service delivery levels and contractual commitments. You'll have clear and achievable timescales to put together plans and transfer on to Workforce Design teams with clear commentary to allow them to bring your plans to reality in terms of recruitment and service delivery.

You'll be familiar working with the WFM software Impact 360 and IEX Totalview, and will have a strong grip on Excel to design and manage resource plans in a clear and transparent way.

The Candidate

With this role being centred on resource forecasting and planning, the successful individual will also have excellent time management and prioritisation skills, which really goes without saying for work in this sector. You'll have experience working in a contact/call centre as a resource planner/scheduler, within an environment where customer service/experience is top of the agenda. You may come from industries such as Telecoms, Finance, Utilities or similar and will come with the ability to hit the ground running, joining an expanding department.
You will have good working knowledge on WFM Software and producing future transparent plans through this. You'll be keen to join a forward thinking business with a longstanding record of providing exceptional customer experience.

Benefits

£30000 - 35000 + 10% KPI Bonus
Personal company funded medical plan
25 days' holiday each year, rising to 28 after five years` service
Birthday off as an extra day
Performance related bonus upto 10% of salary
Contributory pension scheme
Shareplans
Life Assurance
Income Protection
Personal Accident Insurance
Employee Assistance Programme


Job Keywords

business analyst, planning, forecasting,, workforce management software, AHT, service delivery, data management tracking, tracking, resource planning, BA, plan, forcast, impact 360, IEX totalview



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in Telecommunications recruitment on a UK wide basis.

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