At a Glance
- Tasks: Manage resource planning and optimise contact centre operations for exceptional customer service.
- Company: Join a dynamic contact centre with a focus on efficiency and innovation.
- Benefits: Enjoy competitive salary, 25 days leave, health perks, and exclusive discounts.
- Other info: Inclusive workplace committed to diversity and personal growth.
- Why this job: Be a key player in enhancing customer experience and driving operational success.
- Qualifications: Analytical skills and experience in resource planning or contact centre operations.
The predicted salary is between 30000 - 40000 € per year.
We are now looking for a highly analytical and organised Resource Planner to join our Contact Centre operation. This is an exciting opportunity to play a key role in ensuring our multi-site contact centres operate efficiently, effectively, and consistently deliver against contractual KPIs and service standards.
The Role
Reporting to the Head of Resource Planning, you will be responsible for maintaining and developing group dialler functionality across multiple contact centre sites and brands. You will manage forecasting, scheduling, real-time performance, and resource planning activities to ensure operational efficiency and exceptional customer service delivery. You will work closely with operational leaders and stakeholders across the business to optimise resource allocation, improve campaign performance, and support continuous improvement initiatives.
Key Responsibilities
- Manage cross-site dialler functionality across inbound and outbound campaigns
- Produce short and long-term forecasts, schedules, and staffing plans
- Monitor live contact centre KPIs and identify trends or performance issues
- Create and maintain performance reports across multiple contact channels
- Manage resource levels, holidays, meetings, and real-time adherence
- Ensure inbound customer calls and callbacks are managed within agreed SLAs
- Develop and maintain campaigns, IVRs, web chat functionality, and dialler strategies
- Drive improvements in contact rates, talk times, wrap-up times, and overall campaign performance
- Maintain contact centre technologies to minimise downtime and maximise efficiency
- Develop wallboards and dashboards to support operational communication and performance visibility
- Work collaboratively with stakeholders across multiple brands and departments
- Support the Resource Planning Manager in achieving operational objectives
About You
We are looking for someone who is highly analytical, detail-oriented, and confident working in a fast-paced contact centre environment.
- Experience within resource planning, workforce management, or contact centre operations
- Strong analytical and reporting skills
- Excellent organisational and time management abilities
- The ability to communicate effectively with stakeholders at all levels
- A proactive approach to problem solving and continuous improvement
- Good presentation and communication skills
- A willingness to learn new systems, tools, and areas of the business
What we offer
- Competitive salary
- 25 days annual leave + bank holidays
- Enhanced family benefits, including comprehensive maternity and paternity packages.
- Health cash-back plan to support your wellbeing.
- Exclusive staff perks, including discounts on high-street shopping, travel, leisure activities, and wellness programmes.
- Pension scheme offering long-term peace of mind.
We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.
Resource Planner in Rochdale employer: Marston Holdings Limited
Join our dynamic team as a Resource Planner in our Contact Centre operation, where we prioritise operational efficiency and exceptional customer service. We offer a competitive salary, generous annual leave, enhanced family benefits, and a supportive work culture that fosters employee growth and inclusivity. With exclusive staff perks and a commitment to continuous improvement, this is an excellent opportunity for those looking to make a meaningful impact in a fast-paced environment.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Planner in Rochdale
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their KPIs and how your skills can help them achieve their goals. This shows you're not just interested in any job, but specifically in making an impact at their organisation.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to resource planning and performance metrics. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your analytical skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Resource Planner in Rochdale
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Resource Planner role. Highlight your analytical skills and experience in resource planning or contact centre operations. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Be sure to mention any relevant experience and your proactive approach to problem-solving.
Showcase Your Skills:In your application, don’t forget to showcase your organisational and time management abilities. We love candidates who can demonstrate their strong analytical skills and effective communication with stakeholders at all levels.
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s the easiest way for us to review your application and get you on board for an exciting journey with StudySmarter!
How to prepare for a job interview at Marston Holdings Limited
✨Know Your Numbers
As a Resource Planner, you'll be dealing with forecasts and KPIs. Brush up on your analytical skills and be ready to discuss how you've used data to drive decisions in previous roles. Bring examples of reports or dashboards you've created to showcase your experience.
✨Understand the Dialler Functionality
Familiarise yourself with dialler systems and their functionalities. Be prepared to talk about how you’ve managed dialler settings in past positions and how you can optimise them for better performance. Showing that you understand the technical side will impress your interviewers.
✨Communicate Effectively
Since this role involves working closely with various stakeholders, practice articulating your thoughts clearly. Think of examples where you've successfully communicated complex information to different audiences. This will demonstrate your ability to collaborate effectively across departments.
✨Show Your Problem-Solving Skills
Be ready to discuss specific challenges you've faced in resource planning and how you overcame them. Highlight your proactive approach to problem-solving and continuous improvement. This will show that you're not just reactive but also forward-thinking in your strategies.
