Real-Time Resource Planning Manager - Multichannel Support

clubrugby; Hatfield; On-site; Confidential; Full time

Benefits offered by this job

Free Club Membership for you and your

Discount on food and drinks

Discounts on Swimming, Tennis Lessons,

Personal Training

Career advancement through internal培训

Wagestream App: Get paid on demand!

Access to Benefits Suite

Job summary

Club Rugby in Hatfield is seeking a Resource Planning and Real Time Manager to lead resource planning, forecasting, scheduling and real-time management across our multichannel Member Support operation. You will ensure the right number of skilled colleagues are available at the right time across live and non-live channels, balancing member service, colleague experience and cost.

The role requires strong analytical and technical skills with experience in planning, forecasting and real-time

Qualifications

• Significant experience in resource planning, workforce planning, capacity planning or real-time operations within a contact-centre or customer-service environment.
• Advanced Excel skills, including forecasting, capacity-planning, scheduling and performance-reporting models.
• Experience using contact-centre platforms, data sources and reporting tools such as Puzzel and Power BI.
• Strong understanding of forecasting, scheduling, shrinkage, occupancy, adherence, productivity and intraday management.

Responsibilities

• Lead resource planning, forecasting, scheduling and real-time management across our multichannel Member Support operation.
• Ensure the right number of appropriately skilled colleagues are available at the right time across live and non-live channels, balancing service, experience and cost.
• Analyse performance against service-level targets, identify trends and variances, and recommend actions to improve results.
• Evaluate the impact of automation and self-service initiatives on contact demand, productivity and forecasting accuracy.

Skills

Resource planning

Forecasting

Scheduling

Real-time operations

Excel

Power BI

Puzzel

Analytical skills

Performance reporting

Job description

Club Rugby in Hatfield is seeking a Resource Planning and Real Time Manager to lead resource planning, forecasting, scheduling and real-time management across our multichannel Member Support operation. You will ensure the right number of skilled colleagues are available at the right time across live and non-live channels, balancing member service, colleague experience and cost.

The role requires strong analytical and technical skills with experience in planning, forecasting and real-time