Resource Planner

As Resource Planner, you will need to quickly gain a broad understanding of the SME business in order to establish priorities, and ensure that clear and document plans and report development is prioritised to meet business needs. You will be expected to achieve individual volume and quality targets, and must be an effective communicator at all levels.

You will use industry recognised applications for workforce management, telephony MI (management information) as well as reports from other internal and external sources.

You will also be involved in the production and creation of ad hoc reports in relation to resource planning and associated topics for SME and senior managers, along with the involvement in short term projects that link with this.

· Developing strong working relationships with the SME Customer Services CRMs and management team; ensuring that communication is consistent and continuous, data requirements are achieved in both directions, and reports developed meet SME objectives.

· Development of resource models within established software to determine demand and supply patterns, and best advise working patterns to sufficiently meet demand.

· Production and delivery of reports relating to Customer Service resource management and quality performance. The post holder will need to be competent in Microsoft Excel, and be able to understand logical connections to provide useful analysis and insight.

· Carry out ad hoc complex analysis of areas where performance is sub optimal and contribute to key projects as required, presenting findings (as appropriate) to the SME management team.

· Maintain a positive team culture and strong team work ethic. Help to ensure that significant business performance improvements are delivered and the benefits are tracked.

· Act with integrity at all times. Work within the requirements of the Data Protection Act and regulatory requirements. Comply with the individual responsibilities stated in the Equal Opportunities Policy and Health and Safety Policy, Code of Conduct and Employee Rules.

· Promote the performance successes and challenges of SME across the B2B area.

Clear communicator essential

Experience of using initiative to solve problems essential Evidence of reliability and integrity essential Possess the ability to draw up detailed, coherent recommendations to remedy complex issues essential

Evidence of grasping numeric logic essential

The ability to solve problems and make decisions essential

Time management and prioritising personal workloads essential

Confidence in their own resilience essential

Some previous experience of report development and/or delivery desirable

Experience of communicating benefits case desirable

Experience of workforce management tools desirable

Salary: Final salary pension. Date posted: 22/09/2013