Home Based Resource Planner

The homeworking revolution is here – could you play an integral part in our Customer Management Resourcing?

Sensée’s proprietary remote delivery model, coupled with its remote resource management platform TeamTonic®, streamlines complex resource planning and enables clients and managers – wherever they are in the country – to precisely match workload forecasts with an agile workforce.

Job Purpose
We are looking for people who possess a high level of organisational skills, with a strong knowledge of call centre management and understanding and experience of working with WFM systems, preferably Teleopti, to support our business in this exhilarating time of growth to join our MI & Resource Planning team.

Main Responsibilities
• Primary responsibility for the design, production and implantation of HomeAgent staffing allocation that acknowledge the requirements of the business.
• Ensuring the appropriate planning, forecasting and resource processes and systems are in place to enable the effective management of capacity
• Continually evolving all planning, forecasting and resource systems, with a strong focus on customer service levels, productivity and efficiency.
• Using root cause analysis, research practices to influence planning, forecasting and resource requirements
• Analysing call and staff forecasts to identify needs and corrections.
• Providing long and short term recruitment plans detailing FTE requirements across the business and work with the recruitment team to deliver against those plans
• Assume and perform other duties and responsibilities not specifically outlined above, but which are logically and properly inherent to the position.

Essential Skills
• The ability to challenge, negotiate & influence at all levels of the business
• Solid demonstrable experience of ‘end to end planning’ production and ownership
• Experience in a contact centre planning environment
• Proven track record in long, medium and short term planning
• Flexible thinker who is able to quickly adapt to an ever changing environment
• Understanding and experience working with WFM systems – preferably Teleopti
• Strong organizational skills
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• Ability to communicate call centre data/forecasts to all levels of employees in an understandable fashion
• Ability to work independently with minimal supervision
• Capability of problem solving
• Appreciation of the challenges surrounding remote management
• Ability to deliver in an environment of rapid change and ambiguity
• Ability to build sound relationships with business leaders and client stakeholders
• Analytical ability
• Numeracy
• Proficiency in Office Toolkit (Word, Excel & Powerpoint)
• IT literacy.
• Excel (Macros, VBA coding…)

Salary
A salary of £31,200 – £37,200is applicable, depending on skills and experience

Application Details

A 6 months’ probation will apply to this role.

Since this role will be supporting the preparation and delivery of reliable and consistent management and resource planning information across the operation, excellent Excel skills are essential and you will be required to have a minimum of 2 monitors in your IT set up – 3 would be preferable.

Pre-Employment Checks
We will conduct the following background checks:
• Establish your legal right to work in the UK
• Establish your address
• Verify your last two years activity
• Criminal history check (CRB basic disclosure to be provided by you at your own costs)
• Fraud database checks
• Carry out a credit check, which will check for county court judgements, bankruptcy and individual voluntary arrangements

If you do have any county court judgements, have been made bankrupt, have an individual voluntary arrangements or criminal conviction, this does not necessarily mean that we cannot consider you for the role. A decision would be made depending on your circumstances and the role in question.

CIFAS
Please note that Sensée is a member of CIFAS and therefore we will check your details with/against fraud prevention databases.
Should our investigations identify fraud or the commission of any other criminal offences by you when applying for, or during the course of your employment with us, we will record the details of this on the relevant fraud prevention databases. This information may be accessed from the UK and other countries and used by law enforcement agencies and by us and other organisations to prevent fraud.
Please contact us if you want to receive details of the relevant fraud prevention databases through which we share information.

Technology and Home Office Requirements
You will need to provide a quiet and secluded home office equipped with a dedicated telephone line, a dedicated wired broadband connection, a dedicated to work PC (desktop), preferably with 2 screens and a telephone handset with headset, all meeting our required specifications.

You will not be moving home within the next 6 months.

Sensée is an equal opportunities employer and welcomes applications from all sections of the community.

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