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Resource Planning Systems Specialist

Location:
Smethwick (Head Office)
Position:
Customer Services
Salary:
Competitive
Advertising End Date:
22 Feb 2019
Vacancy Type:
Permanent - Full Time
Job Description
As the UK’s leading parcel delivery business, operating on a UK wide basis, you’ll no doubt have seen our vans on the road. We have over 40 years behind us and know what makes our operation tick - fantastic people and amazing service, delivered via state of the art technology to ensure an incredible customer experience. And that’s why we’re so successful.
 

The Resource Planning Systems Specialist will support and maintain the CCS Systems ensuring these are monitored and developed effectively so they support the performance of the customer service teams. The role will also work closely with the Management Team and Partner sites forecasting, planning and analysing contact volumes, and deputise for the Planning and Resource Manager when required. 

Focus and Key Duties

  • Maintaining the CCS Systems and manage any changes that need to be made
  • Designing call plans and reporting tools and implementing using the CCS Systems
  • Supporting a number of stakeholders across the business units within DPD with the building and maintenance of existing and new call plans within the NVM environment (eg. CCS, PTB depots, DPD Local, Stoke Customer Service, Pick Up Offices)
  • Deal with any ad hoc requests from the business to support with NVM queries
    Make changes to existing NVM Call plans, build bespoke reports in NVM for CCS, outsource partners and other parts of the business
  • Respond to service escalations regarding issues with CCS Systems and take action to resolve these issues and communicate outcomes to customers and stakeholders
  • Be able to deliver knowledge to stakeholders regarding the CCS Systems
  • Accurately prepare forecasts and budgets for call & non-call workloads and resource, monitoring drivers against business change & making suggestions to improve forecast accuracy.
  • Ensure forecasts, rotas and resource requirements are clearly defined and regularly reviewed and updated
  • Determine accurate contact arrival patterns and resource requirements for all teams dealing with customer and consumer contacts, ensuring that shifts are aligned to meet customer demand, service standards & KPIs
  • Analyse data from various sources to provide meaningful insight into our resourcing needs

The successful candidate will need to:

  • Have expert skills in using a Workforce Management tool
  • Have expert skills in Excel for modelling and scenario planning
  • Have experience in virtual multi-skilled, multi-site Customer Centres Have experience in working with Outsource partners
  • Have knowledge in ACD and UCD telephony
  • Have full expertise in NVM including building call plans and maintaining the system

We’re growing at a rapid rate, which means you can look forward to a secure and rewarding future with great development opportunities in an increasingly successful and expanding company.

DPD actively promotes its Dignity at Work Policy.
 
If you would like to be part of this exciting opportunity with DPD, please click ‘Apply’ below.