Senior Resource Planner

  • Location:

    Glasgow, Scotland

  • Sector:

    Call Centre

  • Job type:


  • Salary:

    £30000.00 - £35000.00 per annum + Dep on Exp

  • Contact:

    Jackie Tolland

  • Contact email:

  • Job ref:


  • Published:

    7 months ago

  • Expiry date:


  • Start date:


We are looking for a passionate Resource Planner with excellent MI and data Analyst skills. The successful candidate will turn data into information, information into insight and insight into business decisions. You will also have experience in a Resource Planning capacity, with requirements to provide Planning data.
The Resource Planning team are also responsible for ensuring we have the correct advisors answering calls at the right time. This is a great opportunity to join a growing team as a Senior Resource Planner.
· Updating and fact checking weekly billing reports in partnership with our Finance Forecasting and Scheduling call volumes for a number of our client campaigns
· Updating and distributing Build Plans
· Making recommendations to the business on how best to deliver for our clients
· Taking the lead on internal WFM discussions
· Have experience with Verint Scheduling Software
· Be an advanced Excel user
· Have experience of Resource Planning in a Contact Centre environment
· Deliver improved efficiencies through data interpretation, problem solving and decision making.
· Experience of using MI & WFM systems such as Qlikview, Verint & WFM IEX
· Background in WFM and within a Resource Planning Team
· Experience of building and maintaining KPI Dashboards
· Strong knowledge of Contact Centre Capacity Planning
· Previous experience of translating large sets of data into simple to understand visualisations
· Ability to create pivot table & graphs
· Ability to work and engage with key stakeholders - external and internal
Person Specification
· Ability to work under pressure
· Ability to work to tight deadlines
· Strong attention to detail
· Solution Focused Approached
· Excellent problem solving skills
· Excellent client relationship

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.