Resource Planner

Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Whether it's clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, River Island, B&Q, KFC and Big Bus Tours.

What We’re Looking For

Due to our continued growth, we have an exciting opportunity to join a thriving, growing team who are responsible for the production of accurate and effective workload forecasts across multiple lines of business.

You will be responsible for managing the workforce and ensuring that we have the right people with the right skills in the right place, at the right time!

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind; because we love our people, and if our people love the brand they work with, then we know that customers will continue to love that brand.

What To Expect

As a Resource Planner, you will be responsible for forecasting, scheduling, resource management and supporting the real-time operation to allow us to deliver the best service to our client’s customers.

Our typical shift pattern involves: 40 hours within the week, between Monday- Friday (Core Hours 08:00 – 16:30 / 09:00 – 17:30)

Please note. This position is hybrid working and is based at our site in Motherwell.

Your role can include, but isn’t limited to:

• Responsibility for the end-to-end resource planning cycle in an environment over 100 FTE.
• Forecasting in a multi-channel environment.
• Liaising with operational and support teams to ensure the account has required staffing to service demand.
• Design, implement and distribute shift patterns and schedules for campaigns to fit client requirements and achieve staffing and productivity targets.
• Attend daily/weekly calls to present and discuss the current resourcing position with both clients and internal stakeholders.
• Providing required management information to allow business areas to manage holidays effectively.
• Constantly evaluate changes short, medium and long term demand and adjust forecast and staffing in an agile and appropriate manner.

About You

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more, and work smarter.

If you have the following skills, we want to hear from you!

• Highly Advanced Excel skills.
• Calabrio / Teleopti Experience – Preferred but not essential.
• Resource Planning experience in a call centre environment.
• Understanding of contact centre resourcing and modelling techniques.
• Strong analytical and strategic thinker.
• Ability to work under pressure.
• Exceptional attention to detail.

Join #theAteam

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance.

We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best.

We’ll tell you all about it during your interview!

Benefits

• Full training & support.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• Health insurance.
• 24/7 Employee Assistance Programme & Wellness Hub.
• Nationwide retail discounts.
• Discounted gym membership.
• Your birthday off work (+29 days).
• ‘Refer a Friend’ scheme.
• Annual ‘Archie Star Awards’ Party.
• ‘Employee of the Month’ Awards.
• Regular fun team building sessions.
• A diverse & inclusive working environment.