Are you an experienced Resource Planner looking for a brand-new opportunity? If you have 1-2 years of workforce management experience, generating contact case volume forecasts, projecting staffing levels and determining optimal schedule patterns for a contact centre operation then you would be a great fit for this new role. This is an exciting opportunity to work with one of the UK's largest, well-known brands and one of the most active sports sponsors in the UK. The business is dedicated to delivering exceptional customer experiences across their retail stores and online platform. This role will be pivotal in ensuring optimal staffing to handle forecasted contact and case volumes within agreed KPI's across the Central Operations Team. This is an office-based role, working Monday to Friday. Key responsibilities: Ensure suitable resource allocation to allow for the right skills and capabilities to be utilised to support in delivering a best-in-class service to customers. Analysing contact and case volume trends, determining if and how various business initiatives may impact that volume. Determining staff requirements and required schedule patterns. Developing reports that provide insight into the central operations team's performance reports as well as intermediate level analysis. Generating and modifying the schedules across the central operational teams to ensure coverage and optimal service levels. Identifying pote...