We are now looking for a highly analytical and organised Resource Planner to join our Contact Centre operation. This is an exciting opportunity to play a key role in ensuring our multi-site contact centres operate efficiently, effectively, and consistently deliver against contractual KPIs and service standards.
The Role
Reporting to the Head of Resource Planning, you will be responsible for maintaining and developing group dialler functionality across multiple contact centre sites and brands. You will manage forecasting, scheduling, real‑time performance, and resource planning activities to ensure operational efficiency and exceptional customer service delivery. You will work closely with operational leaders and stakeholders across the business to optimise resource allocation, improve campaign performance, and support continuous improvement initiatives.
Key Responsibilities
* Manage cross-site dialler functionality across inbound and outbound campaigns
* Produce short and long-term forecasts, schedules, and staffing plans
* Monitor live contact centre KPIs and identify trends or performance issues
* Create and maintain performance reports across multiple contact channels
* Manage resource levels, holidays, meetings, and real-time adherence
* Ensure inbound customer calls and callbacks are managed within agreed SLAs
* Develop and maintain campaigns, IVRs, web chat functionality, and dialler strategies
* Drive improvements in contact rates, talk times, wrap-up times, and overall campaign performance
* Maintain contact centre technologies to minimise downtime and maximise efficiency
* Develop wallboards and dashboards to support operational communication and performance visibility
* Work collaboratively with stakeholders across multiple brands and departments
* Support the Resource Planning Manager in achieving operational objectives
About You
You are highly analytical, detail‑oriented, and confident working in a fast-paced contact centre environment. You will ideally have:
* Experience within resource planning, workforce management, or contact centre operations
* Strong analytical and reporting skills
* Excellent organisational and time management abilities
* The ability to communicate effectively with stakeholders at all levels
* A proactive approach to problem solving and continuous improvement
* Good presentation and communication skills
* A willingness to learn new systems, tools, and areas of the business
What We Offer
* Competitive salary
* 25 days annual leave + bank holidays
* Enhanced family benefits, including comprehensive maternity and paternity packages
* Health cash‑back plan to support your wellbeing
* Exclusive staff perks, including discounts on high‑street shopping, travel, leisure activities, and wellness programmes
* Pension scheme offering long‑term peace of mind
Why Join Marston Holdings?
At Marston Holdings, we are committed to creating a supportive and collaborative working environment where employees can develop and progress their careers. You will be joining a growing organisation with opportunities to learn, contribute, and make a real impact across our contact centre operations. If you are looking for a challenging and rewarding opportunity within a dynamic business, we would love to hear from you.
New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.
We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.
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