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Resouce Planner (Workforce Management- 6 MNTH FTC)

Type: Permanent
Location: Belfast
Salary: £25,000 per year

We are seeking to recruit an experienced WorkForce Management Resource Planner for our client, a global leader in business process outsourcing based in Belfast city centre.

The successful candidate will be part of a centralised Workforce Management function to ensure delivery of innovative scheduling solutions in the distribution of shift patterns across their banking client campaign in Belfast city centre: And to ensure delivery of all relevant service metrics and KPI’s whilst maintaining maximum optimisation.

Salary is 25k per annum.

Monday- Friday. 9am-5pm

This is a 6 month fixed term contract. 


Reporting relationships:

The jobholder will report to the Resource Planning Manager.

Job Purpose:

· To develop WFM models as required and use for scenario planning.

· To liaise with the Operations Managers in order to facilitate the smooth flow of information between departments.

· Maintain strong, effective working relationships with all stakeholders including the Operation and the Lloyds planning teams.

· Maintain staff activities and records on the WFM system and assign / maintain shift plans, identifying any shortfalls in staffing levels.

· Maintain Capacity Plan and ensure revenue optimisation.

· Develop Intraday planning & provide support to long term planning process.

· Facilitate the collection and tracking of staff shrinkage to manage Service Levels in real time.

· Provide continuous trend analysis and concise progress reports to monitor progress of actual work.

· Provide an ongoing update to the Resource Planning Manager on the resource changes required to meet SLA’s on a daily / weekly / monthly basis.

· Control and record the annual leave, tracking all leave is taken throughout the leave year.

· Budget overtime requirement and ensure optimal utilization of resources.

· Support the development of innovative shift patterns that will attract and retain staff as well as being cost efficient. Ensure their delivery to the operation in a timely fashion.

· To administer all new recruit and leaver information in order to ensure that WFM system is up to date at all times.

· Produce management and ad hoc WFM reports.

· Escalate any system issues impacting on the business.

· Provide cover for other Resource Planning functions as when required to do so.

· Ad-hoc requests when required*

Experience/Skills & Personal Qualities

· Workforce Management experience preferably in an Outsource Contact centre environment.

· knowledge of a Workforce Management tool (preferably IEX).

· Advanced EXCEL Knowledge.

· Has a strong understanding of how Customer Service and Call Centre environments work.

· Good working relationships with internal and external stakeholders.

· Excellent communication, influencing and interpersonal skills. With the ablity to build a rapport with others.

· Excellent organisational skills.

· Creative problem solving skills.

· Business appreciation and financial awareness.

· Working knowledge of call routing / ACD / switch activity / IVR systems / WFM processes.

· Knowledge of working time directive.

· Experience of creating and managing logistically complex schedules and plans.

· Strong analytical skills.

· Result orientated, ambitious and reliable.

· Experience of dealing with conflict.

· Ability to perform under pressure.

· Able to adapt to change at short notice.



Please email your CV in Microsoft word format to Aoife by clicking on the link below

Applicants must ensure their CV is accurate and up to date. The CV should include your full employment history inclusive of dates, all academic achievements and full personal contact details.
Please note only applicants that match this criteria can be considered for the role.

Apple Recruitment Services is acting as an Employment Agency in relation to this vacancy. Apple Recruitment Services is an Equal Opportunities Employer.



Key Skills

Apple Recruitment

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Apple Recruitment


We regularly use Apple Recruitment for temporary and permanent staff. Their consultants have taken time to understand the needs of our business and send us high calibre, job criteria specific candidates, saving us considerable time.

They are a pleasure to deal with, both professional and efficient. To date we have experienced a high success rate with the candidates supplied by them. I would have no hesitation recommending Apple Recruitment to both candidates and other businesses.

Recruitment Executive, N.G.O

Apple offer a prompt efficient service, they provide NIAS with all grades of staff and the staff concerned are always of a high standard and meet the requirements of the post. I always find the staff at Apple Recruitment Agency deal with any requirements The Trust may have in an extremely professional manner.

HR Advisor, NIAS

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