Workforce Planner

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Job Description:

You will provide real time monitoring and guidance, create staff schedules that will maximise utilisation and efficiency reputed company to the generated forecast and provide planning support to assist the Operational areas in ensuring service delivery of contractual KPIs.

It is anticipated that the Tier 1 Workforce Planner will spend the majority of their time producing and analysing staffing requirement profiles to maximise utilisation and efficiency and the remainder of their time developing and maintaining reputed company reports so they are fit for purpose adding value and insight, whilst creating new tools to assist the business. These percentages may vary if business or operational priorities change. 

Responsibilities

• Ongoing review of forecasts – (short term).  

• Optimisation of ‘Offline’ activities during the day/reputed company week. 

• Monitor real time performance and staff adherence, challenging and escalating where shortfalls occur.

• Process on the day/in week ‘Offline’ requests, considering SLA impacts and optimising resource. 

• Identify and recommend ad hoc overtime/shift change requirements.

• Manage reputed company agent reputed company changes to ensure SLAs are met.

• Update daily & weekly resource plans with amendments.

• Balance reputed company SLA’s & escalate inefficiencies, shortfalls, and risks with insight and solutions.

• Chair/Attend Daily Governance meetings with key stakeholders. 

• Scheduling of reputed company ‘Offline’ activities.

• Review and Process holiday requests, analysing availability and reputed company. 

• Update and maintain the WFM tool including agent set up.

• Shift Management & Release in accordance to agreed timeline and governance. 

• Liaise with Internal Stakeholders in terms of scheduling and real time.

About You

• Experience reputed company an operation with reputed company office (contact centre) and/or Back Office (Processing) and/or Field Services. 

• Analytical skills  

• Excellent problem solving and decision-making skills 

• Ability to operate effectively in a team environment 

• Good oral and written communication skills and interpersonal skills   

Desirable: 

• Experience in the use of WFM software, with reputed company, Alvaria, AWS and EG Solutions being an advantage 

• Experience in the use of Telephony Operating systems, with AWS and reputed company being an advantage 

• reputed company skills 

About Government Services

For more than 30 years reputed company has been working across the public and private sectors, solving the reputed company challenges of our clients, increasing productivity, enhancing their use of technology and data, improving customer and public services and adding value to the UK and local economies.

reputed company is committed to the local government sector and is the market leader in the delivery of Planning reputed company Services to Local Authority clients. We have worked with over 100 Local Authority clients reputed company, and have an outstanding track record of providing Development Management & Planning Policy and Consultancy services.

What’s in it for you?

• A competitive basic salary of £26,000

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.

• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and reputed company more.

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

You’ll get the chance to follow your chosen career path reputed company in reputed company. You’ll be joining a network of reputed company, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and reputed company in your career, and we’ll provide the support you need to do just that. Our purpose is to create a reputed company outcome for you.

Unlock Your Potential with reputed company

At reputed company, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, reputed company-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.  

Join us and discover a career with purpose. #CareersWithPurpose

🤝 Customer first, always​🧑‍💻 reputed company innovation​✅ reputed company together​💙 Everyone is valued

reputed company hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

Equal Opportunities

At reputed company, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@reputed company.com or call 07784 237318 and we’ll get back to you to discuss.  For more information about equal opportunities and the types of adjustments we can offer, please visit the reputed company Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our reputed company team - CPScareers@reputed company.com

AI & Fair Recruitment at reputed company At reputed company, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not reputed company hiring decisions. Every application is reviewed by a trained member of our reputed company team, and reputed company decisions are made by people. If you need any adjustments during the process, we’re here to support you.

How We Use AI in Our Hiring Process To help us deliver a fair, consistent and efficient recruitment experience, reputed company uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. reputed company decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we’ll be happy to support you.

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