Resource Planner - Scheduling

Job purpose: 

The core purpose of a Resource Scheduling Planner is to oversee resource scheduling for markets and processes based on daily, weekly, and monthly demand, collaborate closely with stakeholders to identify risks, recommend training, and gather requirements for new business areas.

Day-to-day tasks: 

• Create, implement, maintain, and continuously improve resource plans for incoming work across a variety of markets and processes, including newly acquired activities.   

• Hold weekly reviews with Team Managers to identify opportunities or risks to the resource plan. 

• Build training pipeline with the Training team to ensure appropriate cross-skilling across agents to maximise utilisation, and respond appropriately to gaps in process support

• Plan for and build schedule around local and market bank holidays, planned training, etc.

• Managing the approval of agent holiday requests outside of real time, as well as bank holiday/Christmas scheduling (alongside the forecaster), to ensure business is not impacted

• Ensure business assumptions and forecasted data is used to build plan.

• Update agent schedules within planning system to reflect schedule in plan.

• Analyse operational data to constantly improve agreed levels of accuracy.

• Communicate with stakeholders and other support functions to achieve KPI’s. 

Useful experience:

• Previous experience in a complex planning environment

• Strong analytical skills and understanding of performance metrics

• Ability to prioritise multiple tasks

• Ability to work under pressure

• Good communication skills

• Knowledge of Excel & Microsoft Packages

• Attention to detail

• Effective decision-making skills

What we offer:

• Monthly salary based on your level of experience from 1900 EUR to 2100 EUR gross
• Great health insurance after the probation period
• Hybrid work environment (2 days in the office), with a working schedule from 9:00 to 18:00
• Continuous training support and career development opportunities
• Friendly, supportive and international team 
• First day lunch on us