Sr Resource Planner

Concentrix; Norway; On-site; NOK 800,000 - 1,000,000; Full time

Job summary

A leading customer service provider in Norway is seeking a dedicated individual to monitor performance metrics, optimize employee schedules, and address operational challenges. The ideal candidate will possess strong analytical and communication skills with the ability to adapt to business needs. Responsibilities include overseeing KPIs, ensuring compliance with service levels, and handling employee productivity. Flexibility in scheduling is required, offering a dynamic work environment.

Qualifications

• Strong communication skills to analyze and address customer needs.
• Flexible and adaptable to changing business processes.
• Problem-solving and conceptual thinking abilities.

Responsibilities

• Monitor real-time performance to meet speed and cost standards.
• Track key performance indicators and optimize scheduling.
• Communicate with employees to address concerns and expectations.
• Analyze scheduling issues and elevate for resolution.

Skills

Verbal and written communication

Problem-solving

Flexibility

Knowledge of scheduling systems

Adaptability to changing environments

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 elevate as necessary.
• Communicate 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