Resource Planning Manager

Gigaclear plc; Abingdon; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading Fibre Broadband company in Abingdon is seeking an experienced Resource Planning Manager to oversee rota management and planning for their Contact Centre. The ideal candidate will excel in resource planning within a similar environment, employing skills in Excel and, ideally, Power BI for reporting. Strong diplomatic skills are essential for addressing employee inquiries and adjusting to dynamic demands. This office-based role requires a proactive approach and the ability to manage a growing number of departments effectively.

Qualifications

• Experience in Resource Planning Management within a similar sized Contact Centre.
• Proficient in Excel, with experience in Power BI for reporting.
• Ability to handle employee questions with diplomacy and empathy.

Responsibilities

• Manage rota and intraday management for approximately 120 employees.
• Compile reports to help Customer Managers identify performance areas.
• React calmly to changing demands and manage inquiries from employees.

Skills

Resource Planning Management

Scheduling

Diplomacy

Empathy

Patience

Excel (pivot tables, lookups)

Power BI

Tools

Peopleware

Injixo

Job description

Bring your Resource Planning Management expertise to the table and make a difference.

As we evolve and mature, teams can grow, change and merge therefore we need someone who loves the resourcing, scheduling, and planning challenges this can create.

Someone who thrives in being on top of all resources, is in control and can calmly react to quickly changing demands.

Initially you will pick up our Contact Centre with circa 120 heads and be responsible for rota management, intraday management and all the planning that you would expect to be involved. The role will likely expand to incorporate more departments and heads.

Note: this is an office-based role, 5 days per week at our Head Office in Abingdon, Oxon.

Diplomacy, empathy, and patience will be required in fielding employee questions and in seeking to accommodate requests and changes.

You will enjoy data, and trend spotting will be second nature, pulling information and compiling reports to show and help Customer Managers where their teams have performed well or where areas for improvement have been identified.

You will need to bring experience of Resource Planning Management, ideally in a similar sized Contact Centre, plus knowledge of Peopleware / Injixo or similar resource management systems.

A good standard of excel skills (pivot tables, look ups, etc) will be required and experience with Power BI for reporting and visualizations would be highly advantageous however we do have an analytics team you will work closely with.

Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.