Diversity, equity, and inclusion at DojoFrom local bakeries to well-known eateries, Dojo payments serve over 140,000 places across the UK. And something that's fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences. If you care about your work, you're curious, and you think customer-first, you have a place at Dojo.To make sure you're the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive.The RoleWe are looking for an exceptional Resource Planning Lead to join us in Bristol. You will lead our resource planning team to ensure we have the resource required to enable our Bristol and Hull-based Contact Centres to provide the best service possible to our customers and colleagues.You will be responsible for working with our forecasting and real-time team to manage resource, meeting the demand of calls, emails, and digital contact. You will also complete deep dive insight to understand fluctuations in performance and proactively identify opportunities to improve efficiency and effectiveness across Operations. This is a blended role where you will split your time between leading the team as well as supporting resource planning activity, demonstrating leading by example.What you will do…Create and maintain a workforce planning/optimisation solution for Operations.Produce accurate and fit for purpose schedules ensuring resource is deployed in line with plan to achieve service-level targets.Create contingency models for 'what if' scenarios, provide insight on annual leave for all departments, and feedback & impact analysis on unplanned events.Foster collaboration to ensure alignment across the wider Performance management team and other functions, owning the resource planning function and being the point of contact for all resource planning stakeholders.Work with the business to gain support and buy-in for the required staffing rotas and shrinkage measures in the plan.Continually review forecasts and schedules to identify performance improvements and cost efficiencies.Coach and develop our Resource Planning Analysts - manage their performance through action plans and growth conversations.Suggest process improvement and initiatives across the department, supporting and facilitating implementation where required.What you will bring...A strong background in resource planning within a Contact Centre environment with experience with WFM platforms especially NICE inContact / Calabrio.A proactive ability to manage your own workload as well as challenge the status quo, always looking to improve what we do for our people and customers.Attention to detail with good observation skills and an inquisitive nature; always looking to improve performance as well as anticipate issues.Strong analytical skills alongside experience working with raw data sets, identifying trends and issues ahead of impact.An effective communication style at all levels, with the ability to build effective relationships across all departments.Presentation skills, both written and verbal.Excellent leadership skills - you'll be passionate about working as part of a team and driving motivation. Demonstrable experience managing small/medium-sized teams is preferable.Dojo from the get-goFirst launch was back in 2009. So with over 15 years in the payments industry, we've got a story to tell. Dojo is built to soothe customer and consumer pain points across the world for over 140,000 customers.And today, there are over 1,200 of us in multiple locations across the UK, Ireland, Spain, and Italy. Our mission is to empower businesses to thrive in the experience economy by creating the tools and tech that turns transactions into meaningful relationships.We do that through sophisticated EPOS payments integrations, fast transactions, hospitality bookings, and a strong consumer restaurant app.Question: what's curious, relentless, and customer obsessed?If you're keen to know the answer, you're a third of the way to meeting our Dojo values. If the following speak to you, let's talk:You're curious. You have a real desire to learn and create.You're relentless. You keep going even when it's easier not to.You're customer-obsessed. You know how important customers are to what you do.Dojo home and awayWe love collaboration. We have offices across Europe – that takes some dynamism. Long-distance calls are a must, but we've always valued in-person work when it's possible, especially meetings. We aim for asynchronous communication when we can though.Don't like rules? Nor do we. We avoid top-down policies – it's all about teams having the power to fuel their success. At Dojo, you're trusted to judge what you see and make the call in the best interest of our customers.Visit dojo.careers to find out more about our benefits and what it's like to work at Dojo, or check out our LinkedIn and Instagram pages.
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