Resource Planner

WE ARE CURRENTLY RECRUITING FOR EXPERIENCED RESOURCE PLANNERS AND SENIOR RESOURCE PLANNERS TO JOIN OUR GLASGOW BASED CLIENT.

RESOURCE PLANNER/SENIOR RESOURCE PLANNER

MAIN RESPONSIBILITIES

Make recommendations to Operational Managers at a national and local level regarding deployment of resource on a daily basis.

Design and review shifts and rotas in line with service requirements for all company services.

Pro-actively plan staffing for events which will result in changes to call volumes/profiles and required resource levels/deployment, such as Public Holidays, advertising campaigns and specialist events such as Festive and Easter.

Represent the Resource Planning team in projects and provide input regarding what impact any new or existing developments/initiatives have on our ability to achieve service level and the deployment of resources.

Deputise for Resource Planning Manager/Senior Resource Planner as and when required.

Maintain WFM to ensure all information held on the system is accurate and up to date. Ensure all exceptions are captured and reported on through supporting Resource Planners/Resource Planning Scheduler.

Deal with queries from Senior Management regarding resource implications and offer best practice.

Develop, implement and maintain the Resource Planning processes and procedures.

Continuously strive to improve processes and procedures within Resource Planning, generating ideas for continuous improvement and development.

Ensure frequent, open communication between Resource Planning and Real Time in order to utilise feedback and understand service delivery trends which will improve planning performance.

Attend planning and performance meetings with Senior Management in order to offer resource predictions and highlight any areas of concern, always offering recommendations for potential solution.

Liaise with the Recruitment team, making recommendations regarding contractual hours and working patterns for new recruits. Influence the content of recruitment campaign literature.

Attend monthly Local Partnership Forum meetings, providing input and recommendations from a planning and resource perspective on any issues which may affect service delivery.

Awareness and adherence to Working Time Regulations when implementing staff working patterns or any changes to working patterns.

Promote Relationship Management and stakeholder Management to ensure strong communication between Resourcing and Operations at all times

Prioritise own workload around tight deadlines in a pressurised environment. Frequently moving from one task to another as a result of interruptions.

Take ownership of own personal development and the development of others within the team. Sharing best practise at all times.

COMMUNICATIONS AND RELATIONSHIPS

Required to build and maintain relationships and can liaise with on a daily basis:

Frontline staff, Human Resources - 4 centres & Head Quarters, Operational Management Teams, Payroll Team, Training Department, Information Services Team, IT, Service Support - 4 centres, Clinical Service Managers, Service Delivery Analysts (Real Time), Recruitment Department.

Tactfully resolve contentious issues as and when they occur. Empathise whilst maintaining professional integrity and ensure any decisions taken have minimal impact service delivery.

Make recommendations to Senior Resource Planners to take appropriate action to achieve best outcome, ensuring minimal impact to service delivery

Peer group communication

Attending meetings and representing Resource Planning, as and when required.

Required to communicate on a range of complex matters as well as communicating on day to day matters

KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB

Minimum of 18 months experience in a Resource Planning role, within a Virtual Contact Centre environment.

Evidence of a highly numeric, fast thinking approach to problem solving

Ability to translate often complex or detailed information into simple, brief reports whilst highlighting any issues and meeting the needs of internal/external customers

Ability to work independently and with others with minimal supervision

Flexibility to adapt to changing requests and timescales

Have a high level of persuasion and negotiating skills

Previous experience of working in a pressurised environment, delivering to tight deadlines.

PARITY - SOURCE, DEVELOP, TRANSFORM

Parity Professionals Ltd acts in the capacity of an Employment Business when providing contract work finding services.