Resource PLanner Job In Rochester

Resource PLanner

  • £18000 - £25000 per annum
  • Posted: 14/03/2019
  • Rochester
  • Job Ref: 271100688
  • Permanent

Job Details

Job purpose:
To ensure the effective running of the Customer Service department through the management of SLAs by forecasting and reporting back to the CS manager on resource needs.
Principal Accountabilities:
• Use forecasting skills to understand and report on resource needed across the group
• Create in depth plans for peak trading times and manage how resources will be used throughout the year
• Complete the department rota on a monthly basis, ensuring phone cover for all brands within the group
• Plan and roll out timetables for the team on a daily basis, including break times
• Use available reports to understand how SLAs can be maintained and improved
• Develop and maintain a close relationship with the HR teams to guarantee recruitment success
• Assist HR in procuring new recruits and work with the CS manager and team leader to successfully recruit
• Work with the senior team to develop training plans for all new starters
• Keep record of all absences and lateness and report back to the CS manager
• Keep accurate records of the department's training requirements and help the senior team to establish training plans for all existing staff members
The Person:
• Have proven skills in forecasting, planning and managing resources
• Have experience in creating/managing rotas and timetables
• Understand the needs of the retail business and the peaks and troughs involved within the department
• Have proven understanding of the needs of a customer service environment
• Be able to build and develop effective relationships both within the team and as part of the wider business
• Be highly organised with great attention to detail
• Be able to manage own workload