Bris based | Part Time

As the Workforce Planner you will be a forward thinker with a highly analytical mindset & drive to maximise the operational performance of this unique and dynamic Contact Centre.

Key responsibilities will include:

  • Optimisation and improvement of scheduling processes and outcomes

  • Analysis of daily performance and trend analysis to improve the workforce and capacity management process

  • Recognising scheduling/demand challenges and making recommendations as necessary

  • Ensure the intra-day staffing management process takes into consideration unplanned leave and other staff requirements and make recommendations for resource allocations to meet business targets

  • Ensuring the smooth operation of schedules by adjusting schedules to accommodate breaks, staffs annual leave, training, off phone time and sick leave

  • Ensure compliance to all company and industry guidelines

  • Analysis to identify continuous improvement opportunities in workforce management and contact centre performance