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Resource Capacity Planner

Please Note: The application deadline for this job has now passed.

Job Introduction

Our Direct Sales and Service department provides excellent contact centre services for members which is trusted, valued and provides fair treatment and outcomes. The purpose of the Resource Capacity Planner role is to understand the requirements needed to deliver business objectives and ensure correct resource is planned to handle Member demand.

Role Responsibility

  • Coordinate with Resource Scheduling, to ensure delivery of the capacity plans by effectively scheduling weekly resource available based on forecasted demand.
  • Regularly review scheduling performance and planned activity with the resource scheduling team, to ensure resource is utilised effectively.
  • Provide insight to senior management to support performance conversations, where actual performance differs from capacity planned performance.
  • Provide insight to senior management to support conversations regarding all internal and external recruitment, ensuring resource remains to plan and within budget.
  • Ensure shrinkage activity is delivered to plan, by providing regular insight to senior management and identifying areas of concern to support performance conversations. 
  • Build effective relationships with key stakeholders to ensure full understanding of business requirements can be establish
  • Work with reporting analysts to create reports to measure and track the performance of capacity plans.

The Ideal Candidate

  • Planning and resourcing of a contact centre
  • Creating capacity plans to clearly identify resource requirements
  • Ability to capture and understand key business requirements
  • Working towards and delivering agreed service levels and business KPI’s
  • Ability to apply a range of insight techniques to drive business improvement
  • Knowledge of the Erlang calculator
  • Knowledge of Microsoft tools and Excel
  • Ability to communicate effectively and build strong working relationships with key stakeholders
  • Experience scheduling within FCA rules and regulations (desirable) 
  • Experience working with cloud based Telephony platforms (desirable) 
     

 

 

 

 

 

 

Package Description

  • 12% company pension contribution (3% from the individual)
  • Annual bonus scheme up to 10% (for permanent roles)
  • Private Medical Insurance
  • Health Care Cash Plan
  • 25 days annual leave, plus bank holidays

About the Company

Medical Protection Society (MPS) is the world’s leading protection organisation for doctors, dentists and healthcare professionals. We protect and support the professional interests of more than 300,000 members around the world, in countries as diverse as the United Kingdom, South Africa and Hong Kong.
We strive to be much more than a last line of defence by being at our members’ side at every step, offering support, advice and world-class defence. Membership provides access to expert advice and support together with the right to request indemnity for complaints or claims arising from professional practice.
We continue to invest in our team to ensure that we are delivering the best possible service for members. This was recognised in 2016 when we were awarded an Investors in People Silver award.

Medical Protection Society

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