Senior Resource Planner, Sunderland

Senior Resource Planner ? Glasgow or Sunderland £30-35k, 30 days holidays, Bonus 7%, Car allowance, Pension, Life Assurance, phone, laptop, private health care Client My client is the Largest Independent Outsourcer in the UK, providing outsourced contact centre services and software solutions for a number of the world?s most successful brands Job Description Must Haves * Service delivery team * Contact centre * Resource Models * IEX Totalview To manage the planning and real time cycle for operational accounts, delivering cost effective resource models that ensure financial as well as operational performance. Key Responsibilities- Overall responsibility for capacity plans, FTE plans, attrition analysis and recruitment numbers · Design, implement and distribute shift patterns and schedules for campaigns to fit client requirements and achieve staffing and productivity targets. · Attend daily/weekly calls to present and discuss current resourcing position with both clients and internal stakeholders · Providing required management information to allow business areas to manage holidays effectively · Forecasting processes and methodology to match the client business model · Liaising with operational and support teams to ensure effective account sizing · Accurately documenting issues and results producing daily, weekly and monthly commentary on the performance of accounts. · Auditing current practice and bench marking against industry standards · Supporting and developing the skills of the Resource & Delivery Scheduler · Provide resource sizing models to the Bid Team to support RFP process · Support operations through quarterly and annualised budget process Judgement and Decision Making ? Ability to make key decisions that impact resource · Ability to problem solve and come up with solutions · Ability to identify when and how to escalate · Understand when and who should be challenged when there are issues External relationships- Operational clients · Client support functions Internal Relationships- Operational Excellence management teams · Client Engagement management teams · Innovation & Insight teams · People & Culture teams Qualifications, Experience & Skills · Proven experience in a Service Delivery environment · Mathematics to Higher grade or above · English to Higher grade or above Preferred · Professional qualification in Resource Planning · Experience of working in a Service Delivery Team, ideally within an outsourced contact centre environment · Well versed in the provision and design of commercially aware resource models · Experience with workforce management system ? IEX Totalview experience preferred but not essential · Ability to develop resourcing strategies used to deliver client requirements · Highly developed stakeholder management skills · Ability to challenge and question trends to address issues and identify opportunities for financial growth · A high level of accuracy and attention to detail · Strong analytical, communication, management and organisational skills · Highly Advanced Excel skills · Awareness of commercial models employed within the accounts and the impacts of their teams? decisions on financial performance. Preferred · Knowledge of Avaya, IEX Totalview, Genesys, CC Puls Benefits * * 30 days holidays * Bonus 7% * Car Allowance * Free car parking * Pension * Life Assurance * Private Health Care * Mobile phone * Laptop If you would like any more information and would like to discuss further please don't hesitate in contacting James Dawson ? Director ? on (phone number removed) / (phone number removed)