Strategic Resource Planner - Customer Engagement

Getlink; Folkestone; On-site; GBP 60,000 - 78,000; Full time

Job summary

Getlink is seeking a Long-Range Planner to forecast customer demand and develop resource plans across Customer Engagement Hub channels. You will balance operational needs with employee well-being, ensuring staffing aligns with service levels and KPIs.

Key responsibilities include forecasting volumes, planning multi-skilled resource deployment, and collaborating with Training and Finance to ensure timely, accurate reporting. Proficiency with Zendesk, SAP, E-Connection and TAR is advantageous.

Qualifications

• Experience in long-range forecasting and resource planning.
• Ability to produce staffing forecasts and resource plans for multi-channel contact centers.
• Strong understanding of KPIs, service levels and customer satisfaction.
• Experience with workforce management and customer contact systems.

Responsibilities

• Forecast contact volumes using historical data and external factors.
• Develop long-range resource plans across all contact channels.
• Manage planned leave and deploy multi-skilled colleagues.
• Monitor forecasts with real-time metrics (service levels, satisfaction).
• Review performance against plans and suggest improvements to avoid issues.
• Coordinate with Training, Finance and other departments on scheduling and reporting.
• Enter timesheets into SAP and E-Connection; verify TAR hours.
• Provide monthly figures to Finance under supervision.

Skills

Analytical skills

Problem solving

Communication skills

Organisational skills

Forecasting experience

Workforce management

Stakeholder collaboration

Tools

Zendesk

SAP

E-Connection

TAR system

Job description

Getlink is seeking a Long-Range Planner to forecast customer demand and develop resource plans across Customer Engagement Hub channels. You will balance operational needs with employee well-being, ensuring staffing aligns with service levels and KPIs.

Key responsibilities include forecasting volumes, planning multi-skilled resource deployment, and collaborating with Training and Finance to ensure timely, accurate reporting. Proficiency with Zendesk, SAP, E-Connection and TAR is advantageous.