Workforce and Resource Planning Manager

📍 - Remote First - once a week paid travel to our London, Sheffield or Lincoln office

ABOUT THE ROLE

Goodlord’s mission is to provide the best renting experience in the world and we’re on the hunt for a Contact Centre Workforce and Resource Planning Manager, reporting directly to Head of Referencing, to help us achieve this.

No two days are ever the same at Goodlord so what you’ll be up to will vary. The pace we move at also means priorities will change and you’ll need to be comfortable with this (we’ll support you!). But these are the things that will be core to your role and will keep you busy.

The day to day stuff:

Workforce Planning:

• Constantly monitor and propose effective shift patterns and skill-set to match business requirements, therefore optimising performance of all Referencing teams whilst delivering improved customer service
• Maximising employee satisfaction by providing flexible options, taking into account, future proofing the service availability
• Monitoring recruitment and liaising with the People Team to make advanced plans for required shift changes to optimise delivery of resource and skills, identifying when new groups and Team Managers are required
• Delivering effective & accurate reports detailing relevant commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied
• Actively managing and develop the Workforce Management tool, owning the relationship with the supplier and participating in User Groups to identify and implement new ideas of best practice

Resource Planning:

• Accurately prepare forecasts and budgets for contact & non-contact workloads and resource, monitoring drivers against business change & developing models to improve accuracy
• Monitoring and identifying improvements in the executive utilsation by evaluating workload against expected resource availability
• Identifying opportunities and benefits offered through skills based routing, demonstrating the benefit of proposed changes through testing scenarios using simulation software, capacity and sensitivity analysis
• Recording and being aware of business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results
• Working closely with other areas of the business to monitor performance and trends within data and provide consultative support

ABOUT YOU

You should apply if you have:

• Extensive experience in a multi-channel contact centre
• Worked as a forecasting or scheduling analyst / manager for a 100+ seat contact centre, using WFM software
• Considerable experience with ACD reporting systems, Salesforce and Tableau
• Experience with spreadsheets and other workforce planning tools
• Good information data management skills, with the ability to gather, analyse, interpret structure and present information and data effectively
• Ability to generate statistical data for monitoring purposes and of identifying further action required

It would also be great if you have:

• Experience of contact centre planning without a purchased WFM package
• Experience working with outsourcers and recruitment agencies

ABOUT US

We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, landlord and tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution.

And we did. Like all startups it’s been a bit of a roller coaster journey, but we’re now stronger than ever, with around 3000 letting agents using the platform, exciting and varied products and 320 Goodlordians supporting the mission!

Our purpose - building the best rental experience in the world - is clear to everyone, and so too is the fact that people are central to achieving that mission; we have worked hard to make Goodlord great so we’re proud to have been ranked 10th in the UK's Best Workplaces™ 2022 - Large category.

Not only that but the following too:-

• 10th Great Place to Work in the UK large-sized businesses 2022
• 23rd Wellbeing Great Place to Work in UK Large- sized businesses 2022
• 18th best workplace for Women in UK large-sized businesses 2022
• 13th best workplaces for Tech in UK large-sized businesses 2022
• Excellence in wellbeing for our dedication to goodlordian’s wellbeing
• Verified by Flexa as a Flexified employer - Top 100 for 2022

Our values guide our decisions, the way we work, our culture and the people we ask to join the team. We work hard, have fun and support each other. We’re not afraid to make mistakes (we’d never learn if we didn’t) and we’re always looking to challenge ourselves. Our style is collaboration based on honesty, friendship and respect.

It’s an exciting time here at Goodlord. If you’re inspired by what we’re doing, are up for a challenge and share our values, we’d love to hear from you.

WHY YOU’LL LOVE BEING A GOODLORDIAN:

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info).

• 🚀 Grow with Goodlord: your development is important to us. Have a goal in mind? Share it with us and you can use your £1000 annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally at Goodlord too!
• 💕 Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
• 🌴 Unlimited holiday and flexible time off: we encourage Goodlordians to make use of their unlimited time off to enjoy the world, recharge and reboot (subject to passing probation and fair usage principles). We also offer time off for volunteering and training, so you can give back to the community and pursue your passions
• 🤗 Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals
• 🤩 Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

Goodlord wants applicants from all backgrounds and walks of life, we are an equal opportunity employer committed to creating an inclusive environment. In fact one of our core values is Bring our whole selves to work which is really important to us. If there is anything you need to participate fully in the interview process we'd like to hear about that too, please just include it in your application. Come and join us!

Unfortunately Sponsorship is not available for this role

** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check (including ID and DBS check) via Experian before joining the team. We will only ask for references at the point of making an offer **

No agencies please - we have trusted partners that we work with should we need support!