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Resource Planner, Middlesbrough

Role: Resource Planner
Company: Firstsource
Location: Middlesbrough
Salary: DOE

The successful candidate will be based at our Middlesbrough Site.

Reporting Relationships:
The jobholder will report to the WFM Manager.

Job Purpose:

  • To produce cost efficient and innovative resource schedules, measure and analyse operational performance ensuring that SLA’s can be achieved.
  • To develop WFM models as required.
    To analyse staffing patterns by call type and campaign, producing accurate call flow analysis to improve call and staff projections. 
  • To liaise with the Operations Managers in order to facilitate the smooth flow of information between departments. 
  • Intraday planning & providing support to long term planning process.
  • Alongside the Senior Resource Planning Manager, maintain strong, effective working relationships with client’s planning teams 
  • Maintenance of staff activities onto the WFM system.
  • Maintain staff records on the WFM and assign / maintenance of shift plans, identifying any shortfalls in staffing levels.
  • Facilitate the collection and tracking of staff shrinkage to manage Service levels in real time.
  • Deliver the creation of schedules and facilitate efficiency improvements, such as using part time schedules and creating new shift options.
  • Provide monthly trend analysis and concise progress reports to monitor progress of actual work.
  • Deliver key metrics for delivering performance.
  • Provide cover for other Resource Planning Analysts as when required to do so by line manager.
  • Producing management and ad hoc WFM reports.
  • Provide an ongoing update to the Senior Resource Planning Manager on the resource changes required to meet SLA’s on a daily / weekly / monthly basis.
  • To manage and control the Annual Leave process.
  • Budget overtime requirement and ensure optimal utilization of resources.
  • Working time directive – Ensure all working patterns comply with employment legislation, including break times and length between shift times.
  • To prepare and deliver shift rosters in a timely fashion to the Contact Centre’s. 
  • To administer all new recruit and leaver information in order to ensure that WFM system is up to date at all times.
  • Escalate any system issues impacting on the business.
  • Development of shift plans that will attract and retain staff.
  • Ad-hoc requests when required

The Person:

  • Good knowledge of a Workforce Management tool is essential.
  • Advanced MS EXCEL is essential.
  • Has a strong understanding of how Customer Service and Call Centre environments work.
  • Develop a good working internal relationship with Training, HR, Recruitment and operational leaders.
  • 12 months Workforce management experience required.
  • Excellent communication, influencing and interpersonal skills. Able to build a rapport with others.
  • Excellent organisational skills.
  • Creative problem solving skills.
  • Business appreciation.
  • 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.
  • Analytical ability.
  • Ability to perform under pressure.
  • Able to adapt to change at short notice.

Whilst this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary. Firstsource Solutions BPO reserves the right to consider an employee`s performance record including any misconduct issues when appointing a candidate to a role. Firstsource Solutions is an Equal opportunities Employer.

To apply please e-mail



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