Workforce Planner

Key Responsibilities:

• Organise and control the engineer's workload, including planned services, maintenance tasks, repairs and work in progress via telephone and email.
  
• Alter and update rotas to provide the best operational cover according to the demands of the service, and to attain the optimum use of the resources available.
  
• Plan technician jobs to ensure at least 90% utilisation, achieved through effective planning to group jobs within proximity, reduce travel time, and work with colleague planners.
  
• Liaise with the Management Team to maintain a flow of correct and accurate information regarding staff absence and the resources available to them.
  
• Manage inbound and outbound customer communications related to service delivery or general queries.
  
• Re-prioritise throughout the day as circumstances change.
  
• Develop comprehensive workforce plans up to six weeks in advance to maintain high customer standards and expectations.
  
• Maintain an accurate record of planning on PAMS and relevant customer portals.
  
• Collaborate with peer workforce planners to share resources and develop staffing strategies.
  
• Communicate with the mobile technician team daily and maintain service delivery KPIs.
  

• Experience in a busy call handling environment.
  
• Experience in a high pressure office environment.
  
• Good geographical knowledge.
  
• The ability to multi-task.
  
• A good team player.