Resource Planning and Real Time Manager - Closes 20 Aug

• Resource Planning and Real Time Manager - Closes 20 Aug

Resource Planning and Real Time Manager - Closes 20 Aug

• Location - Hatfield withoccasional travel to Member Support Hubs
• Job Reference - JR
• Contract type - Full time

Our team members are the ambassadors of our business and we are on the look out for a passionate Resource Planning and Real Time Manager to join our Member Support team.

As Resource Planning and Real Time Manager, you will lead resource planning, forecasting, scheduling, real-time management and performance reporting across our multichannel Member Support operation. You will ensure that the right number of appropriately skilled colleagues are available at the right time across our live and non-live contact channels, balancing member service, colleague experience, operational efficiency and cost

A key part of this role is analysing performance against service-level targets, identifying trends and variances, and recommending actions to improve results. The role also evaluates the impact of automation and self-service initiatives on contact demand, productivity and resource planning, ensuring forecasts remain accurate. The successful candidate will have strong analytical and technical skills, with experience in planning, forecasting and real-time resource management

This role is based in our Hatfield Head office with occasional travelled required to our Member Support Hubs

• Free Club Membership for you and your family!
• 50% Discount on food and drinks.
• Discounts on Swimming, Tennis Lessons, and Personal Training.
• Opportunities for Career Advancement through internal training and development.
• Wagestream App: Get paid on demand!
• Access to our Benefits Suite.

About you:

• Significant experience in resource planning, workforce planning, capacity planning or real-time operations within a contact-centre or customer-service environment
• Advanced Excel skills, including experience of developing and maintaining forecasting, capacity-planning, scheduling andperformance-reportingmodels.
• Experience of using contact-centre platforms, data sources and reporting tools such as Puzzel and Power BI, or comparable system
• Strong understanding of forecasting, scheduling, shrinkage, occupancy, adherence, productivity and intraday management

Join us and help us create a thriving and inclusive culture. Together, we're more than a Club!

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