---

---

Location

West Yorkshire | United Kingdom

---

Job description

Role: Resource & Planning Manager

Location: Leeds, LS15 (with hybrid working after completion of training)

Salary: c£35k DOE plus extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: Monday to Friday, 40 hrs pw

Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 20 years’ experience, helping over 800,000 patients in England manage their NHS prescriptions from request through to delivery.

As our Resource Planning Manager, you will play a key role in ensuring our contact centre’s performance by effectively forecasting and managing resources. The aim of this role is to ensure the correct number of colleagues are available to ensure our service level agreements (SLA’s) are met across a variety of channels.

What’s in it for you?

Occupational sick pay

Enhanced maternity and paternity pay

Contributory pension

Discounted insurance (Aviva)

Employee discount site

Discounted gyms (via our blue light card and benefits schemes)

Employee assistance programme

In-house mental health support

Free onsite parking

Health and wellbeing initiatives

Social events throughout the year

Cycle to work scheme

Green car scheme

Registration fees paid (GPhC, NMC, CIPD etc)

Long service bonus

Refer a friend bonus

Blue light card

Hybrid working

Commitment to CPD/training

25 days annual leave increasing with service

Discounts & Exclusive offers at The Springs, Leeds

25% Discount & health & beauty purchases

What you’ll be doing?

Developing and implementing resource planning strategies to ensure optimal staffing levels and efficient utilisation of resources in the call centre
Analyse historical workload data and trends to forecast volumes and staffing requirements for varying time periods and workloads, ensuring accuracy and that SLA’s are met
Collaborate with departmental leaders to understand staffing requirements, performance gaps and training requirements and align these with service level goals
Monitor real-time call volumes and agent availability, adjusting where necessary to ensure SLA’s are met
Co-ordinate with senior leadership team (SLT) to recruit, train, and onboard new call centre colleagues to ensure staffing requirements are met
Implement and maintain workforce management software ad tools to facilitate accurate forecasting, scheduling, and reporting
Conduct regular analysis of service performance metrics such as average handling time, call abandonment rate and service level and utilise this data to suggest efficiency improvements

Who are we looking for?

Strong team player with proven experience in a resource planning role – ideally gained in a customer service or manufacturing sector
Strong analytical and mathematical skills with the ability to interpret data and make informed decisions
Excellent understanding of call centre operations including workforce management, forecasting, and scheduling
Proficient in the use of work management software/tools with strong IT literacy
Outstanding time management skills with the ability to multi-task, prioritise and still ensure accuracy in a fast-paced environment
Strong communication skills with the ability to communicate effectively at all levels
Highly driven, self-motivated, tenacious and a strong desire to succeed
Demonstrates a patient first approach and strives to exceed expectations

What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.

#INDHP

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .

---

Job tags

---

---

Salary

£30k - £35k per annum