Resource Planning Lead

at  Dojotech

THE ROLE

We are looking for an exceptional Real Time Lead to join our Forecast & Planning Team in Bristol. You will oversee our intraday management of our Bristol and Hull-based Contact Centres and will be responsible for real-time resource management, providing insight and analysis on previous day performance, reporting trends and ensuring we use our resource optimally to deliver industry-leading service to our Customers.
You will also be responsible for driving a small team of Real Time Analysts, supporting their growth and development through coaching and leading by example. This is a blended role where you will split your time between managing the team whilst being involved in real-time management and having a hands-on approach.

WHAT YOU WILL DO…

• Monitor all telephony queues in real-time and ensure KPI goals are being met across opening hours of the Contact Centre and Maximise resource productivity by monitoring code usage, agent occupancy and managing off-phone activity
• Take control of the daily tactical plan, identify potential issues and offer solutions.
• Daily MI reporting on the previous days performance
• Work collaboratively and cross-functionally to ensure alignment across the wider Performance management team and other key stakeholders/departments - update in real-time on forecast accuracy, performance, hotspots, concerns and remedial actions taken
• Coach and develop our Real Time Analysts - manage their performance through action plans and growth conversations.
• Suggest process improvement and initiatives across the department, supporting and facilitating implementation where required