Sr Resource Planner

Concentrix CVG Services Denmark ApS; Fredrikstad; On-site; NOK 800,000 - 1,000,000; Full time

Job summary

A multinational service provider located in Norway is seeking a Sr Resource Planner to oversee real-time monitoring, performance KPIs, and schedule management. The ideal candidate will have strong communication skills, flexibility in adapting to business needs, and a background in scheduling systems. Responsibilities include optimizing staff schedules and enhancing customer service efficiency. This role offers a dynamic work environment with flexible scheduling options.

Responsibilities

• Monitor performance to achieve speed of answers and minimize costs.
• Track scheduling efficiency and contractual KPIs.
• Communicate expectations and updates regarding employee productivity.
• Resolve employee availability concerns through communication.
• Prepare daily and monthly schedules to match inbound volume patterns.
• Communicate risks and actions with operations and support staff.
• Analyze problems to improve customer service quality.
• Handle reports on performance KPIs for quality maintenance.
• Initiate incident reporting and coordinate trouble tickets.

Skills

Verbal and written communication

Flexibility and adaptability

Problem-solving and conceptual thinking

Knowledge of scheduling systems

Ability to work in a time-critical environment

Willingness to work a flexible schedule

Job description

Sr Resource Planner

Job Description

Responsibilities

• Responsible for the real time monitoring to achieve contractual "speed of answers" and minimizing costs. Review employee availability through attendance and adherence monitoring in accordance with organization policy, client service agreements and applicable legal requirements.
• Daily monitoring of the implementation of contractual KPIs – Drive high scheduling efficiency, track Shrinkages, Overtime, Volume, HC, Productivity and Service Level.
• Control of employee productivity at regular intervals throughout the day. Communicate expectations to employees and provide timely updates. Inputs Intraday corrections and exceptions into systems for employee time off and absences.
• Monitors and resolves employee availability concerns via face‑to‑face communications, phones, and messaging applications with employee and command center.
• Preparation of daily and monthly schedules. Handle changes and optimize schedules to match inbound volume patterns. Recognize scheduling issues and escalate as necessary.
• Communication with Operations, Client and other Support Staff to elevate risks and possible actions to meet agreed Service Levels.
• Analyze both common problems and unusual activities to find solutions and improve the quality and efficiency of Customer Service.
• Effectively handle reports on performance KPIs to ensure a certain quality standard day to day, week to week, month to month.
• Responsible for general incident reporting. Initiates and coordinates trouble tickets and escalates issues as required.

Requirements

• Skill in verbal and written communication to analyze, interpret and address customer needs
• Ability to be flexible and quickly adapt to changing business needs and processes
• Skill in problem-solving and conceptual thinking
• Knowledge of scheduling systems
• Ability to work in a time‑critical environment
• Willingness to work a flexible schedule

Location: NOR Fredrikstad - Kråkerøyveien 2B

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