Senior resource Planner – Customer Service Development Job at DHL – in Derby
DHL Express UK is part of the Deutsche Post DHL Group – the world’s most international company. We operate in more than 220 countries and territories worldwide, enabling us to provide exceptional national and international career development opportunities. Within DHL Express’s pursuit to be The Logistics Company of the World we engage in a number of initiatives such as – Go Teach, Go Green and Go Help.
Certified International Specialists
From Operations to Sales, Customer Services and Corporate Functions our mission remains the same, to provide Excellence. Simply Delivered to achieve this our Certified International Specialist programme builds a common culture and provides the specialised knowledge our employees need to do their job competently and confidently.
Our values and culture are DHL Express UK are an extremely important aspect of our business. We embody our culture in three core phrases;
- Being Results Orientated (Head)
- Providing purposes (Heart)
- Being positive about challenge, uncertainty and change (Guts)
In addition to ‘Head, Heart and Guts’. We promote an open and honest feedback culture based on Results & Respect, whereby our employees respect one another, embrace diversity and inclusion and drive employee engagement, every day and everywhere whilst never compromising, integrity and compliance.
Do you want to be part of a company that connects millions of people worldwide? Do you have the drive to make a difference? Click Apply Now!
Tasks and Responsibilities
The Customer Service Senior Resource Planner ultimate aim is to ensure that Customer Services Management consistently has the most reliable and accurate information on the entire Contact Centre and to define the optimum resourcing and shift allocations. They are also responsible for volume and FTE forecasts to enable an accurate budget submission for each department within Customer Service
Role is responsible for the short & long term business planning for the Customer Services function, including local and regional forecasting & budgeting processes, management and development of the manpower planning tools, resource planning systems and processes. This role ensures that the optimal resource is in place at all times and proactively leads in maintaining the constant improvement of service levels, cost efficiency and productivity standards.
Provides leading expertise to Customer Services Management on manpower planning and resource allocation to ensure agreed service levels targets are consistently achieved
Responsible for the knowledge, and expertise of the resource planning tools and systems.
Manages the compilation and distribution of all reporting requirements (Planning, Backline, PCS, Frontline, KPIs) on a daily, weekly and monthly basis to all Customer Services Management and Region
Act as a main point of contact for Regional Capacity Management project (e.g. Peak License requirements)
Ownership of the resource planning processes, supporting their adherence, and ensuring that they are reviewed and actioned with Customer Service senior management on an ongoing basis
The Senior Resource Planner will have to match resource availability to business needs by understanding the needs and recommending the appropriate shift and resourcing patterns to most effectively cover the requirements.
The Senior Resource Planner will have to resolve all issues related to staff management and planning tool failure whilst maintaining quality statistical data and avoiding loss of revenue/failure to meet Global and Regional KPIs through incorrect or inappropriate resourcing levels.
Support and work with all members of the Customer Service Development Department to ensure goals are met and seamless service is provided by CSD
Responsible for the effective short & long term forecasting, planning and budget construction for Customer Services.
Reforecasting and phasing of budgets to ensure maximum cost effectiveness
Manages resource requirements & associated cost for all departments of the Customer Service to ensure optimisation of resources at all times
Manages the analytical, forecasting and scheduling support to the Customer Service to ensure that agreed service levels can be consistently attained/maintained
Recruit, develop, lead, motivate, coach and support all members of the Planning and reporting team to ensure maximum performance and productivity is achieved.
Conducting Monthly 1 to 1’s, Performance appraisals with relevant staff in accordance with Company objectives and ongoing management of attendance and standards within the team
Manage team through a schedule of tasks to ensure the area is proactively managed and effective at all times.
Safety and Security
Adhere to country laws/regulations and company procedures/ standards in regard to Safety and Security
Adhere to customs / import / export procedures as applicable
Ensure any potential security breaches or concerns are brought to the attention of supervisor/manager without delay
There may be a requirement to undertake a Counter Terrorism Check (CTC) in relation to certain duties and procedures.
Our Promise to You – Benefits
Eligibility to participate in performance related bonus schemes
Generous holiday entitlement increasing with years completed service
Company pension scheme with excellent contribution rates
Enhanced maternity pay
Generous company sick pay
A competitive package of voluntary benefits including retail, entertainment, gym membership discounts, cash dental plans and more
Discounted Health Assessments
Access to professional employee assistance, wellbeing programme and qualified mental health first aiders
Excellent training and development opportunities with a strong focus on internal promotion
Your Profile – Skillsets and Attributes
Impeccable all round oral and written communication
Strong interpersonal understanding
Strong problem solving capability
Desire to get the job done
Passion to provide excellent Customer Service
Right first time philosophy
Attention to Detail
Ability to work on own initiative
Strong team player
Tenacious & resilient
Ability to challenge the status quo and remove obstacles
5 years’ experience in Contact Centre Environment
Proven experience of resource planning(Both call and non-call work)
Experience of working with Avaya, Verint WFO Planning tools and other Contact Centre technologies
Proven experience of budget construction, management & control
Previous experience of operating a resource planning tool
- Apply now and upload your CV online.
- If your CV has been shortlisted one of our Recruitment & Talent Advisor’s will contact you within 5-10 days to discuss further details.
- Please note: Due to the nature of our business we are regulated by the CAA (Civil Aviation Authority), therefore it is compulsory for all applicants once offered employment to provide a full 5 year employment history. Additional to this we are required to carry out a Criminal Record check.
About the Company
Company: DHL –
Company Location: Derby