The Role We are looking for a Resource Planning Lead to join us in Bristol. You will lead a small resource planning team, enabling our Bristol and Hull-based Contact Centres to provide the best service possible to our customers and colleagues. You will be responsible for working with our forecasting and real-time team to manage resource; meeting the demand of calls, emails and digital contact. You will also complete deep dive insight to understand fluctuations in performance and proactively identify opportunities to improve efficiency and effectiveness across Operations. As a blended role, you will split your time between leading the team and supporting with resource planning activity. This is a great opportunity for an experienced Resource Planning Analyst who is ready for that next step in their career. You’ll have experience coaching team members and leading by example with a desire to take that to the next level by leading a team. What you will do… Create and maintain a workforce planning/optimisation solution for Operations Produce accurate and fit-for-purpose schedules ensuring resource is deployed in line with plan to achieve service-level targets Create contingency models for ‘what if’ scenarios, provide insight on annual leave for all departments and feedback & impact analysis on unplanned events. Foster collaboration to ensure alignment across the wider Performance management team and other functions, owning the resource planning function and being the point of contact for all resource planning stakeholders. Work with the business to gain support and buy-in for the required staffing rotas and shrinkage measures in the plan. Continually review forecasts and schedules to identify performance improvements and cost efficiencies. Coach and develop our Resource Planning Analysts - manage their performance through action plans and growth conversations. Suggest process improvement and initiatives across the department, supporting and facilitating implementation where required What you will bring A strong background in resource planning within a Contact Centre environment Experience with WFM platforms (NICE inContact / Calabrio experience desirable) A proactive ability to manage your own workload as well as challenge the status quo, always looking to improve what we do for our people and customers Attention to detail with good observation skills and an inquisitive nature; always looking to improve performance as well as anticipate issues Strong analytical skills alongside experience working with raw data sets, identifying trends and issues ahead of impact An effective communication style at all levels, with the ability to build effective relationships across all departments Presentation skills, both written and verbal Excellent leadership skills - you’ll be passionate about working as part of a team and driving motivation. Demonstrable experience managing small/medium-sized teams is preferable